1st Line IT Support Analyst

Great opportunity to join the Technology team at a leading boutique wealth managerCompany OverviewEQ Investors is an award-winning team of chartered financial planners and investment managers dedicated to providing exceptional financial service solutions to our clients.We are also a Certified B Corporation (having been one of the founding B Corporations
in the UK). This is an internationally recognised standard for companies that believe in business as a force for good. Making a positive contribution to the wider community is a core part of our business philosophy.RoleIn this dynamic role within our Support function, you are the first face of assistance for our users, creating that essential first impression. You’ll provide top-tier remote and on-site support to EQ users and clients, prioritising and liaising with your team to swiftly address reported issues. EQ offers flexible hybrid working to all its staff. Therefore, you’ll be expected to perform your role from our London office a minimum of 3 days per week.Key ResponsibilitiesAnswering incoming calls, email, or in-person requests as the initial point of contact for our colleagues and clientsSkilfully identifying which tickets require the expertise of your colleagues on the support teamDelivering exceptional software and hardware support through various channels (e.g. Desktops, Laptops, Windows Applications, MFD’s and Telephony)Diagnosing and swiftly resolving reported issues, ensuring client satisfactionFollowing our established standards and processes, ensuring the highest level of serviceDocumenting practices and standards to maintain our exceptional service qualitySupport and deploy desktop and laptop operating system builds and core applications including maintaining security patch levelsDelivering support for meeting room AV and room booking systemsQualities you’ll need to be successful in this roleBe Proactive: Take initiative, own customer issues, and grow within our organization.A Team Player: Embrace our supportive work environment and respect established processes.Client-focused: Empathise with our users and clients and prioritise their needs and experiences.Have Integrity: Uphold honesty, transparency, and courage in all interactions.Skills & ExperienceRequiredProven experience in a similar role providing IT support and troubleshooting.Independent work ability and a willingness to adapt to changing workloadsEffective time management and ability to prioritise under pressureExcellent problem-solving and analytical skillsExceptional communication and customer service skillsPassion for technology and staying updated with advancementsBeneficialITIL foundation level certification or CompTIA A+ certificationKnowledge or experience working with FileMakerBachelor’s degree in a computer science based subjectAs you acquire valuable skills and experience, your journey may lead to a 2nd Line Analyst position or potential technical/project-based roles within the IT team. Embrace the possibilities!Salary & BenefitsThe role is a full-time position based at our office near Monument in London with a salary of £30K + discretionary bonus. Other benefits include:23 days annual leave (rising by 1 day each year to max 25 days)Auto enrolled into the company pension scheme after 3 months employment – matched employer contributions up to 6% of salary
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