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 week Your 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. Your toolkit: • You don’t need to know everything — but here’s what would help: • 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 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. Why youll love it here: • 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