ABOUT US AT GOCARDLESS

GoCardless is a global bank payment company. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking.
GoCardless processes US$130bn+ of payments annually, across 30+ countries; helping customers collect and send both recurring and one-off payments, without the chasing, stress or expensive fees. We use AI-powered solutions to improve payment success and reduce fraud. And, with open banking connectivity to over 2,500 banks, we help our customers make faster, more informed decisions.
We are headquartered in the UK, with additional offices in Australia, France, Ireland, Latvia and the United States.
At GoCardless, we’re all about supporting you! We’re committed to making our hiring process inclusive and accessible. If you need extra support or adjustments, reach out to your Talent Partner — we’re here to help!
And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, we encourage you to apply!

DESIRED SKILLS & KNOWLEDGE:

• Understanding of Apple hardware, and operating systems
• Understanding of Google Workspace services, Gmail, Docs, Sheets, Slides & Drive
• Ability to work independently or as part of a team working towards a common goal
• Excellent written and verbal communication skills
• Excellent customer service skills
  Our team comes from a range of backgrounds, and we welcome diversity. Even if your experience doesn’t tick all of the boxes, please apply - we’d love to hear from you.

THE ROLE

The IT Support Team at GoCardless cares deeply about the experience we provide, from day one. We act with people’s best interest at heart: we take responsibility for their problems and we know that there is always something we can do to help.
We enable GoCardless’ employees to focus on what matters most to them by removing all potential distractions: from Wifi to networking problems, we are there to make everything easy! As an IT Support Specialist you will be involved in supporting our employees as well as improving our internal processes.

PRIMARY RESPONSIBILITIES:

• Staff the GoCardless Tech Bar providing 1st line IT support either in-person or via tickets logged through the Service desk
• Ensure all IT requests are appropriately logged within the IT Service Desk system
• Basic Troubleshooting: Diagnosing and resolving application errors, printing issues, network connectivity problems and basic hardware faults
• Hardware Support: Identifying and resolving basic hardware issues
• Escalation: Identifying issues that require escalation to 2nd/3rd line support and effectively documenting details within the ticket and clearly communicating the escalation
• Staff Training: Train staff on best practices and how to get the most out of the equipment and tooling provided by IT
• Business Events Support: Provide IT support for on-site events being run by the business
• Complete IT On/Offboarding activities

SECONDARY RESPONSIBILITIES:

• Documentation: Create and maintain IT support documentation including self help guides, knowledge base articles and FAQs
• Asset Management: Maintain in office equipment stock levels
• Collaboration: Work with others within the IT team to resolve issues and share knowledge
• Continuous Improvement: Contribute to the development & improvement of the IT support processes and procedures