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For Companies At a Glance
- Tasks: Provide first-level IT support and resolve user issues efficiently.
- Company: Join Equals, a leading payments technology company with a supportive culture.
- Benefits: Competitive salary, 25 days holiday, gym access, and learning budget.
- Why this job: Kickstart your tech career while helping customers manage their money effortlessly.
- Qualifications: Experience in IT support and strong customer service skills required.
- Other info: Dynamic team environment with opportunities for growth and development.
The predicted salary is between 25000 - 32000 £ per year.
About Us
Over the last 18 years, we have helped over a million satisfied customers move and manage their money. Our award-winning product portfolio allows our customers to make low-cost multi-currency payments across various payment products. From travel money to transfers, currency hedging, to expense management, we are focused on a single goal of making it easy for our customers to manage and move their money. As a business, we are committed to delivering value to our customers through the combination of advanced payments technology and personal expert service.
About The Role
The 1st Line IT Service Desk Analyst is responsible for providing first-level technical support to end users, ensuring issues and service requests are logged, triaged, and resolved efficiently. The role acts as the primary point of contact for IT-related issues and plays a critical role in maintaining business continuity and user satisfaction.
Responsibilities
- User Support & Ticket Management
- Serve as the first point of contact for IT support via Slack and ticketing system
- Log, categorise, prioritise, and resolve IT issues and service requests in line with SLAs
- Provide first-time fixes where possible and escalate unresolved issues to 2nd/3rd line support
- Communicate clearly with users regarding issue status and resolution times
- Troubleshoot hardware, software, and network issues (desktops, laptops, printers, peripherals)
- Support Microsoft Windows and/or macOS operating systems
- Assist with Microsoft 365 applications
- Perform basic user account administration
- Support VPN, remote access, and basic connectivity issues
- Set up IT equipment for new starters (laptops, peripherals, access rights)
- Collect leavers equipment promptly
- Maintain accurate asset records and user documentation
- Follow IT security and access control procedures and keep documentation up to date
- Create and update knowledge base articles and support documentation
- Identify recurring issues and suggest improvements to systems or processes
- Adhere to ITIL-aligned service management practices
Required Skills & Experience
- Previous experience in a 1st Line IT Support or Service Desk role (or strong equivalent experience)
- Strong customer service and communication skills
- Basic understanding of networking concepts (DNS, DHCP, TCP/IP)
- Experience with ticketing systems (e.g. Jira)
- Ability to prioritise workload and work effectively under pressure
Desirable
- Experience in an ITIL-based service environment
- Exposure to cloud platforms (Microsoft Azure / AWS)
- Knowledge of endpoint management tools (Intune / Jamf)
- Relevant certifications (CompTIA A+, ITIL Foundation, Microsoft Fundamentals)
Personal Attributes
- Customer-focused and patient approach
- Strong problem-solving skills
- Well-organised with attention to detail
- Willingness to learn and develop technical skills
- Team-oriented with a proactive mindset
Our investment in you
We welcome people into Equals and desire to grow and develop our talented teams. We believe in teamwork and celebrating our successes. We strive to embrace our values. We want to put you in the driving seat of your career and achieve your full potential through growth opportunities and developmental support. When you join Equals, we aim to help you to get more out of your career.
Benefits
- A competitive salary benchmarked against a peer group.
- 25 days holiday per year + your birthday off
- Opportunities for progression, development and learning new skills - £250 towards the cost of learning & development.
- Free onsite Nuffield Health gym & pool (London) and discounted gym membership elsewhere
- GetActive with Aviva - Health and Wellbeing discounts on services and products
- Interbank currency rates on travel money and international transfers.
- Bupa Private Healthcare
- Free Eye Test and £50 up to the cost of glasses
- EAP Service - Mental Health Services
- Life Assurance Policy - x3 annual salary
- Contributory pension scheme
- Cycle to Work Scheme
- Season Ticket Loans
- Enhanced Parental Policies
- Complimentary tea, coffee, soft drinks and fruit
Equals strives to create a workplace where we can all be ourselves. We believe in inclusion, equality and the power of diversity, so you'll be encouraged to bring your unique perspectives and experiences, and help us understand what you need to do your best work.
1st Line IT Service Desk Analyst in Chester employer: equals
Contact Detail:
equals Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line IT Service Desk Analyst in Chester
✨Tip Number 1
Get to know the company! Research Equals and its values. Understanding what makes us tick will help you tailor your approach during interviews and show that you're genuinely interested in being part of our team.
✨Tip Number 2
Practice your tech skills! Brush up on troubleshooting common IT issues, especially with Microsoft products. Being able to demonstrate your problem-solving abilities in real-time can really set you apart from other candidates.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the role and even lead to referrals, which can boost your chances of landing that interview.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about joining our awesome team at Equals.
We think you need these skills to ace 1st Line IT Service Desk Analyst in Chester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 1st Line IT Service Desk Analyst role. Highlight your relevant experience, especially in customer service and technical support. We want to see how your skills match what we're looking for!
Show Off Your Communication Skills: Since you'll be the first point of contact for IT support, it's crucial to demonstrate your communication skills. Use clear and concise language in your application to show us you can explain technical issues simply.
Highlight Problem-Solving Abilities: We love a good problem-solver! In your application, share examples of how you've tackled IT issues in the past. This will help us see your proactive mindset and ability to handle pressure.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at equals
✨Know Your Tech Basics
Brush up on your understanding of networking concepts like DNS, DHCP, and TCP/IP. Being able to discuss these topics confidently will show that you have a solid foundation for the 1st Line IT Service Desk Analyst role.
✨Familiarise Yourself with Ticketing Systems
Since you'll be using ticketing systems like Jira, it’s a good idea to get comfortable with how they work. If you can, practice logging and managing tickets to demonstrate your readiness to handle user support efficiently.
✨Showcase Your Customer Service Skills
Prepare examples of how you've provided excellent customer service in previous roles. Highlight your communication skills and patience, as these are crucial for resolving user issues effectively.
✨Be Ready to Discuss Continuous Improvement
Think about any recurring issues you've encountered in past roles and how you suggested improvements. This shows that you're proactive and committed to enhancing processes, which aligns well with the company's focus on continuous improvement.