IT Service Desk Support Engineer
IT, Customer Service
London, UK
GBP 30k-40k / year
The Team:
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.
At Zopa we value flexible ways of working.
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
Diversity Statement
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.
Our approach to AI in interviews
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.
30000 - 40000 GBP a year