IT Service Desk Support Engineer

United Kingdom·LondonEmployee - Permanentmid

Customer SupportSupport Engineer

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Quick Summary

Overview

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.

Technical Tools

Customer SupportSupport Engineer

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

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

Our Story

Hello there. We’re Zopa.

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.

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.

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.

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.

#ZS-1

We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office 2-3 days a week.

You'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.

*Subject to having the right to work in the country of choice

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.

At Zopa, AI isn't something we're testing out — it's part of how we work every day. As a proud partner of Jobs 2030, we're committed to building AI fluency across our workforce, and we expect Zopians to use AI as part of how they do their jobs.

Because of that, we want to be transparent about how we think about AI use during our hiring process.

Behavioural and competency-based interviews: please don't use AI. These conversations are designed to understand you — your experiences, your judgment, and how you've approached real situations. An AI-generated answer can't tell us that. What it can do is get in the way of us finding out whether we're the right fit for each other.

Technical interviews: it depends on the role. Some technical stages actively welcome AI use, others don't. Your Talent Partner will let you know what's expected at each stage. Where AI is part of the assessment, we'll be interested not just in the outcome, but in how you used it – the tools you chose, your reasoning, and the decisions you made along the way.