At a Glance
- Tasks: Provide first-level IT support and troubleshoot technical issues for users.
- Company: Equals, a leading payments technology company with a focus on customer satisfaction.
- Benefits: Competitive salary, 25 days holiday, gym access, and learning development funds.
- Other info: Opportunities for career growth and a diverse, inclusive workplace.
- Why this job: Join a supportive 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.
First-Line IT Support Desk Analyst — Customer‑Focused 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 First-Line IT Support Desk Analysts benefit from competitive salaries, extensive professional development opportunities, and a range of wellness perks including a free onsite gym and private healthcare. Join us to be part of a close-knit team dedicated to making money management straightforward for our customers while advancing your career in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land First-Line IT Support Desk Analyst — Customer‑Focused in Chester
✨Tip Number 1
Get to know the company inside out! Research Equals, its products, and its culture. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills. As a First-Line IT Support Desk Analyst, you'll need to explain technical issues clearly. Try role-playing with a friend or family member to get comfortable with this.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our awesome team at Equals.
We think you need these skills to ace First-Line IT Support Desk Analyst — Customer‑Focused in Chester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience that match the First-Line IT Support Desk Analyst role. Highlight any previous customer service experience and technical skills that align with what we're looking for.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about IT support and how you can contribute to our team. Share specific examples of how you've helped customers in the past, as we value a customer-focused approach.
Show Off Your Technical Skills:Don’t forget to mention your familiarity with ticketing systems and any relevant IT certifications. We love seeing candidates who are proactive about their learning and development in tech!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you're serious about joining 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.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you provided excellent customer support. Highlight how you communicated effectively with users and resolved their issues promptly, as this is crucial for a first-line IT support role.
✨Familiarise Yourself with Ticketing Systems
If you have experience with ticketing systems like Jira, be ready to discuss it. If not, do a bit of research on how they work and be prepared to explain how you would manage and prioritise tickets in a busy environment.
✨Demonstrate a Willingness to Learn
Express your eagerness to develop your technical skills further. Mention any relevant certifications you have or are pursuing, and talk about how you stay updated with the latest IT trends and technologies.
