At a Glance
- Tasks: Provide first-level IT support and troubleshoot technical issues for users.
- Company: Equals, a leading payments technology company with a supportive team culture.
- Benefits: Competitive salary, 25 days holiday, gym access, and learning development funds.
- Other info: Opportunities for career growth and a commitment to diversity and inclusion.
- Why this job: Join a dynamic team and make a real impact in tech support.
- Qualifications: Experience in IT support, strong communication skills, and a customer-focused mindset.
The predicted salary is between 30000 - 40000 £ 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. We’re doing this by hiring exceptional people and are now looking for an Implementation Manager to join our team.
Within our offices in London, Chester and Los Angeles and Europe, Equals comprises of three business lines and brands - Equals Money, FairFX and CardOneMoney. You will join a very close‑knit, talented and supportive team from various backgrounds who believe that bringing different perspectives together helps us understand our customers' needs. United, by one thing, making money management straightforward and cost‑effective for our customers.
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, elevate, and resolve IT issues and service requests in line with SLAs
- Provide first‑time fixes where possible and elevate unresolved issues to 2nd/3rd line support
- Communicate clearly with users regarding issue status and resolution times
- Technical Support
- 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
- Onboarding & Asset Management
- 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
- Documentation & Continuous Improvement
- 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
Essential
- 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. We will also offer you the following benefits;
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: equalsmoney
At Equals, we pride ourselves on being an exceptional employer that values diversity and inclusion, fostering a supportive work culture where every team member can thrive. Located in vibrant London, our 1st Line IT Service Desk Analyst role offers competitive benefits, including a generous holiday allowance, professional development opportunities, and access to onsite health facilities, ensuring you have the resources to grow both personally and professionally. Join us to be part of a close-knit team dedicated to making money management straightforward for our customers while enjoying a fulfilling career.
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. When you understand what makes us tick, you can tailor your conversations to show how you fit right in.
✨Tip Number 2
Practice your tech skills! Brush up on troubleshooting hardware and software issues, especially with Microsoft products. Being able to demonstrate your knowledge during interviews can really set you apart.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or join relevant groups. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining our 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 reflects the skills and experience mentioned in the job description. Highlight your previous 1st Line IT Support experience and any relevant technical skills to show us you're the right fit!
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Use it to explain why you want to join our team at Equals and how your background aligns with our mission of making money management straightforward for customers.
Show Off Your Communication Skills:As a 1st Line IT Service Desk Analyst, clear communication is key. In your application, demonstrate your ability to explain technical issues simply and effectively, as this will be crucial in your role with us.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at equalsmoney
✨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 the foundational knowledge needed for the role.
✨Familiarise Yourself with Ticketing Systems
If you have experience with ticketing systems like Jira, be ready to talk about it. If not, do a bit of research on how they work and be prepared to explain how you would manage and prioritise tickets effectively.
✨Showcase Your Customer Service Skills
Since this role is all about user support, think of examples from your past experiences where you provided excellent customer service. Highlight your communication skills and how you resolved issues efficiently.
✨Prepare Questions About the Role
Have a few thoughtful questions ready to ask at the end of the interview. This shows your interest in the position and helps you understand how you can contribute to the team’s success.
