IT Service Desk Support Engineer

Opening from Hybrid Template - London (4 days per week).

Our Story

Hello there. We’re Zopa.

We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre - we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com!

We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.

If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife

The Team:

The IT Service Operations provides an essential service in supporting our users to get the best out of their technology. The team is the main point of contact for users to raise issues, request equipment and receive guidance on how to use their software and hardware solutions. We pride ourselves on providing an excellent service and having a great relationship with our users.

We’re a small team of four IT Service Desk Support Engineers and we cover everything from laptops (Windows and Mac), printers, meeting room, conference and AV solutions.

Our mission is to provide a seamless IT service allowing our users to focus on doing what they do best.

A day in the life:

• Deliver brilliant, friendly, and efficient IT support to Zopians - with a strong in-person presence in the London office, as well as remote support.
• Take ownership of your tickets while working closely with the wider team to ensure 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 and workspace technology alongside the team, 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 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.

About you:

• Experience providing IT support in a corporate or 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 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.

Added bonus:

• 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.