Workplace IT Support Analyst

Equals; Greater London; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Contributory pension

Life assurance

Health insurance - BUPA

Employee Assistance Programme

25 days holiday + birthday off

Cycle to work scheme

Season Ticket Loans

Free onsite gym & pool (London)

Interbank currency rates on travel/abx

Job summary

Equals in Greater London is seeking a proactive 1st Line IT Support specialist to handle end-user issues, log requests, and deliver timely resolutions. You will triage tickets, perform basic admin tasks, and assist with VPN and device setups.

Ideal candidates have ITIL familiarity, Jira experience, and a working knowledge of Windows/macOS, Microsoft 365, and cloud platforms. This is an office-based role with standard hours and occasional on-call support.

Qualifications

• Strong customer service and communication skills are essential.
• 1st Line IT Support or Service Desk experience is preferred.
• Experience with Jira or similar ticketing systems.
• Basic networking concepts: DNS, DHCP, TCP/IP.
• Experience in an ITIL-based service environment.
• Exposure to cloud platforms (Azure / AWS).
• Knowledge of endpoint management tools (Intune / Jamf).
• Certifications listed: CompTIA A+, ITIL Foundation, Microsoft Fundamentals.

Responsibilities

• Provide first-level IT support via Slack and ticketing system.
• Log, categorize, prioritise, escalate, and resolve issues per SLAs.
• Provide first-time fixes where possible and escalate others to 2nd/3rd line.
• Communicate issue status and resolution times to users.
• Troubleshoot hardware, software, and network issues on desktops, laptops, printers, peripherals.
• Support Windows and macOS operating systems and Microsoft 365 apps.
• Perform basic user account administration and VPN connectivity support.
• Set up equipment for new starters and collect leavers' assets.
• Maintain asset records and user documentation; follow IT security procedures.
• Create/update knowledge base articles; identify recurring issues and improvements.

Skills

Customer service

Communication skills

ITIL awareness

Troubleshooting

Ticketing basics

Networking basics

Education

CompTIA A+

ITIL Foundation

Microsoft Fundamentals

Tools

Jira

Intune

Jamf

Microsoft 365

Azure

Job description

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

Benefits

• Contributory pension
• Life assurance
• Health insurance through BUPA
• Our Employee Assistance Programme offers a 24/7 confidential advice line for health, bereavement and other areas of support
• 25 days holiday per year + your birthday off
• We are members of the cycle to work scheme
• We offer Season Ticket Loans
• Free onsite Nuffield Health gym & pool (London) and discounted gym membership elsewhere
• Interbank currency rates on travel money and international transfers
• Opportunities for progression, development and learning new skills

Skills

• Strong customer service and communication skills
• Previous experience in a 1st Line IT Support or Service Desk role (or strong equivalent experience)
• Experience with ticketing systems (e.g. Jira)
• Basic understanding of networking concepts (DNS, DHCP, TCP/IP)
• 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)