1st Line IT Support Analyst – Hybrid & End-User Focus

Equals; Greater London; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Equals is seeking a Workplace IT Support - 1st Line to provide frontline IT assistance for end users, log and triage requests, and uphold business continuity across the UK and Europe.

You will troubleshoot hardware, software, networking, and account issues, assist with Microsoft 365, VPN, and device onboarding, while following ITIL-aligned processes. Hybrid work setup with office presence in London.

Qualifications

• 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)
• 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)

Responsibilities

• Serve as the first point of contact for IT support via Slack and ticketing system
• Log, categorise, prioritise, escalate issues as needed
• Provide first-time fixes where possible and escalate when required
• 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

Skills

Customer service

Communication

IT support

Jira

Tools

Jira

Intune

Jamf

Job description

Equals is seeking a Workplace IT Support - 1st Line to provide frontline IT assistance for end users, log and triage requests, and uphold business continuity across the UK and Europe.

You will troubleshoot hardware, software, networking, and account issues, assist with Microsoft 365, VPN, and device onboarding, while following ITIL-aligned processes. Hybrid work setup with office presence in London.