Workplace IT Support Analyst

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, escalate, and resolve IT issues and service requests in line with SLAs
Provide first-time fixes where possible and escalate 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.

Employment type
Full-Time

Work arrangement
No