IT Service Desk Support Engineer

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 Service Challenge: Supporting Zopa's Tech from the Frontline At Zopa, our Service Desk team doesn't just fix laptops - we empower our people to do their best work every day. As our new IT Service Desk Support Engineer, you'll bring enthusiasm for technology, curiosity for automation, and a passion for customer service to a tight-knit, high-impact team that supports Zopians across multiple sites. Whether it's onboarding a new starter, resolving a critical tech issue, or keeping our workplace technology running seamlessly, you'll be the friendly, reliable face of IT in Manchester - helping to make work simpler, smarter, and more human. Please note this full time role will be based in our Central Manchester Office 4 days per weekYour Impact

• 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., * Work in a modern, diverse tech environment where your ideas matter.
• Collaborate with teams across IT, InfoSec and Platform Engineering - and learn from them.
• Take part in regular development opportunities and build your career path within IT Services.
• Join a supportive, social, and impact-driven team that values outcomes, not egos.
• Be heard - we love improvement ideas and welcome your input.

How we measure success:

• SLA performance: timely response and resolution rates.
• CSAT: positive user satisfaction scores.
• Collaboration: feedback and engagement with peers and stakeholders.
• Achievement against OKRs and personal objectives
• Innovation: contributions to automation, process improvement, and AI adoption.

• 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.

Bonus points if you have:

• 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 Manchester office 2-3 days a week. (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF.) 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

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!