Workplace IT Support Analyst

Equals Group PLC; Greater London; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

Equals Group PLC is seeking a Workplace IT Support - 1st Line to provide first-level technical support for end users. You will log, triage and resolve IT requests, acting as the primary contact for IT-related issues and supporting a range of devices and platforms.

The role emphasizes customer service, clear communication, and adherence to ITIL-aligned processes, with hybrid working across teams and occasional on-call support.

Qualifications

• Experience in a 1st Line IT Support or Service Desk role.
• Strong customer service and communication skills.
• Basic understanding of networking concepts (DNS, DHCP, TCP/IP).

Responsibilities

• Serve as the first point of contact for IT support via Slack and ticketing system.
• Log, categorise, prioritise, escalate, and resolve IT issues in line with SLAs.
• Provide first-time fixes where possible and escalate unresolved issues to higher support levels.
• Communicate status and resolution times clearly to users.
• Troubleshoot hardware, software, and network issues on desktops, laptops, printers, and peripherals.
• Support Windows and/or macOS operating systems and Microsoft 365 applications.
• Set up IT equipment for new starters and collect leavers' gear.
• Maintain asset records and follow IT security procedures.

Skills

1st Line IT Support

Customer service

Networking basics

Tools

Jira

Job description

About Equals

Equals is the next-generation global money movement platform built for exceptional businesses operating across borders. We bring international payments, embedded finance, and more together into a single connection that simplifies operations and strengthens financial control. With deep expertise and integrated infrastructure, Equals turns financial complexity into reliable solutions.

With our headquarters in London and teams around the UK and Europe, 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 Workplace IT Support - 1st Line 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.

About you

We believe that certain skills are essential to be successful in this role and these are detailed below. You may not have all the other skills we have outlined as desirable; we understand that and will still welcome your application. We will carry out individual interviews for shortlisted candidates and assess who is best suited for the role after we have discussed everything with you.

Responsibilities

User Support & Ticket Management

• Serve as the first point of contact for IT support via Slack and ticketing system
• Log, categorise, prioritise, escalat, and resolve IT issues and service requests in line with SLAs
• Provide first-time fixes where possible and escalat 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

Essential Skills

• 
  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)

Desirable Skills

• 
  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)

Working Conditions

• 
  This is a full-time, office-based role (Monday to Friday), covering business hours with occasional out-of-hours or on-call support where needed.

Diversity & inclusion

Equals is committed to building a workplace where everyone can be themselves. We actively welcome different perspectives, backgrounds and experiences, and we’ll work with you to understand what you need to do your best work. We're an equal opportunities employer and proud of it.

We offer hybrid working across our teams, balancing time in the office — for collaboration, events and the relationships that make work rewarding — with the flexibility to work remotely where roles allow.