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IT Service Desk Support Engineer

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Zopa Bank

3mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Manchester
  • Quick Apply

AI generated summary

  • You need IT support experience in an SME, strong communication skills, proficiency with Windows/Mac, familiarity with tools like M365 and Okta, ITIL knowledge, and a curious mindset for improvement.
  • You will provide friendly IT support, troubleshoot issues, manage equipment, onboard new staff, collaborate with teams, and contribute to initiatives to enhance productivity and user experience.

Requirements

  • Experience providing IT support in an SME/enterprise service desk environment.
  • Customer-first communication — you adapt your style based on who you’re helping
  • Comfortable with prioritising issues based on their impact and urgency
  • Confidence supporting both Windows and Mac users.
  • Familiarity with tools such as Microsoft 365, Intune, Okta, Zoom, Jamf, Jira, and Confluence.
  • Understanding of ITIL-aligned practices (Incident, Change, Problem) and tools such as Jira, ServiceNow, or Halo.
  • Strong communication and customer service skills — able to adapt your approach for technical and non-technical audiences.
  • Awareness of cybersecurity principles, remote support techniques, and endpoint management.
  • A curious mindset, with an interest in process improvement, automation, and AI.
  • Experience with enterprise AV systems (e.g. Neat, Cisco).
  • Knowledge of identity management tools (e.g. Okta or similar IDPs).
  • Familiarity with mobile device management via Jamf, Intune, or Tanium.
  • ITIL Foundation certification.

Responsibilities

  • Deliver brilliant, friendly, and efficient IT support to Zopians — in person and remotely.
  • Take ownership of your tickets, ensuring SLAs are met and colleagues get the support they need, fast.
  • Troubleshoot and resolve issues across Windows, macOS, and mobile devices.
  • Use your expertise to support everything from Mac and Windows devices to AV systems, Office 365, and endpoint management tools.
  • Carry out proactive checks of meeting room AV equipment and workspace technology, ensuring everything is always ready to go.
  • Manage local IT stock (laptops, accessories, peripherals), ensuring availability and alerting the Service Desk Team Lead when supplies need replenishing.
  • Provide a first-class onboarding experience for new Zopians - configuring their equipment and supporting them from day one.
  • Collaborate closely with the London-based IT teams, InfoSec, and other engineering squads to resolve complex problems and improve tooling.
  • Contribute to team initiatives that improve productivity and user experience, exploring how AI and automation can enhance service delivery.

FAQs

What is the main responsibility of the IT Service Desk Support Engineer?

The primary responsibility is to deliver friendly and efficient IT support to Zopians, ensuring that technical issues are resolved quickly and effectively, and to manage onboarding for new starters.

Where is this position based?

This full-time role will be based in our Central Manchester Office, requiring attendance 2-3 days a week.

What kind of experience is preferred for this role?

Experience providing IT support in an SME or enterprise service desk environment is preferred.

What tools and systems should I be familiar with?

Familiarity with Microsoft 365, Intune, Okta, Zoom, Jamf, Jira, and Confluence is beneficial.

Is there a requirement for in-person collaboration?

Yes, the role requires face-to-face collaboration in the Manchester office to support team dynamics and company culture.

What type of candidates are we looking for?

We are looking for candidates who embrace unconventional challenges, are driven to make an impact, and have strong customer service and communication skills.

Is there an opportunity for career development in this position?

Yes, there are regular development opportunities and potential for career growth within the IT Services team.

Are there any specific certifications that would be beneficial for this role?

Yes, an ITIL Foundation certification would be advantageous, along with experience with AV systems and identity management tools.

How does Zopa measure success in this role?

Success is measured through SLA performance, user satisfaction scores (CSAT), collaboration feedback, achievements against OKRs and personal objectives, and contributions to innovation and automation.

What is the company's stance on diversity and inclusion?

Zopa values diversity and is committed to creating a workplace free from discrimination, fostering an inclusive culture where everyone can bring their full self to work.

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Zopa Bank

We’re Zopa Bank. Credit Cards | Loans | Savings

Finance
Industry
501-1000
Employees
2005
Founded Year

Mission & Purpose

We’re Zopa, and we want to make money work better for you. Our diverse team is united in their mission of creating simple, fair and honest financial products that have the customer’s needs at their heart. We’re proud that this dedication is reflected in our excellent rating on TrustPilot. We’ve always been unapologetically honest with our customers, and value the same in return. Their feedback helps us shape what we build, so we can provide a bank fit for today, and for the future. We’re not the new kids on the block though - we’ve been a pioneering force in finance for 16 years. In 2005, we built the first ever peer-to-peer (P2P) lending company, giving our customers access to loans built for real-life and intelligent investments backed by cutting-edge tech. In 2020, we launched Zopa Bank, meaning we could offer more – like fixed term savings backed by FSCS protection and a credit card to help customers take control of their finances. We’ve lent out over £6 billion and are proud to have made money work better for over half a million people across the UK, whether they were looking to borrow or save.