IT Support Analyst

About Us

YouLend is a rapidly growing FinTech that is the preferred embedded financing platform for many of the world’s leading e-commerce platforms, tech companies, and Payment Service Providers. Our software platform enables our partners to extend their value proposition by offering flexible financing products in their own branding, to their merchant base, without capital at risk. 

We are owned by the leading Private Equity company, EQT, and have grown +100% year-on-year since 2020. We are headquartered in London, UK, but are also present in several European countries as well as the United States where we service our partners, including eBay, Amazon, Just Eat, Shopify, and Stripe. 

The Role

We’re looking for a proactive and customer-focused IT Support Analyst to join our IT operations team. This role is ideal for someone at the start of their IT career who enjoys helping people, has strong problem-solving skills, and is keen to develop hands-on experience in an IT support environment.

You’ll play a key role in delivering first-line support to colleagues, focusing on service requests, ticket triage, and providing in-person assistance.

Responsibilities:

• Act as a first point of contact for IT support requests via the ticketing system

• Triaging and prioritising tickets, ensuring issues and request are logged accurately and responded to in line with SLAs

• Handle service requests including: hardware requests, basic system administration and joiners, movers and leavers processes

• Support basic troubleshooting across the Windows and Microsoft 365 environment

• Escalate more complex incidents to second‑line support where required, with clear documentation

• Maintain accurate records and updating internal knowledge base articles where appropriate

• Support IT asset management, including tracking and inventory of hardware

• Deliver a friendly, professional and customer‑first support experience at all times

Requirements:
The ideal candidate will have the following skillset:

• Willingness to learn and develop technical skills

• Excellent communication skills with a customer-focused mindset

• Ability to follow processes and work methodically

• Natural problem-solver who can quickly adapt

• Good time management skills with the ability to prioritise

• Comfortable supporting users face-to-face and remotely

• Exposure to Microsoft 365 admin

• IT support experience, specifically with Windows 11, MacOS and iOS

• Familiarity with video conferencing and A/V systems

Benefits:
Why join YouLend?

• Award-Winning Workplace: YouLend has been recognised as one of the “Best Places to Work in 2024 and 2025” by the Sunday Times for being a supportive, diverse, and rewarding workplace.

• Award-Winning Fintech: YouLend has been recognised as a “Top 250 Fintech Worldwide” company by CNBC.

It’s just getting fun:

• We have developed powerful solutions, won some significant partnerships, and are growing at a rapid pace. 

• But the global opportunity is still massive, and YouLend is a raw organisation where we are only just getting started. 

Lots of upsides:

• High-growth (>100% growth during 2022 and 2023), so clear outlook to compensation (bonus or share option appreciation) and career growth (through growth with business). 

• Well-capitalised with supportive private equity backing. 

• Part of Banking Circle Group with a fully licensed Luxembourg bank, which can provide a balance sheet and support European expansion in otherwise complex regulated markets. 

Motivating work environment:

• A high-quality team that pushes each other to succeed through direct feedback and aligned incentives. 

• Strong and transparent team culture, we have each other’s backs. 

• Independent work environment where results matter.  

• Data-driven culture and emphasis on speed (anti-red tape). 

We offer a comprehensive benefits package that includes:

• Up to £34,000 dependent on experience

• Stock Options

• Private Medical insurance via Vitality and Dental Insurance with BUPA

• EAP with Health Assured

• Enhanced Maternity and Paternity Leave

• Modern and sophisticated office space in Central London

• Free Gym in office building in Holborn

• Subsidised Lunch via Feedr

• Deliveroo Allowance if working late in office

• Monthly in office Masseuse

• Team and Company Socials

• Football Power League / Paddle and Yoga Club

At YouLend, we champion diversity and embrace equal opportunity employment practices. Our hiring, transfer, and promotion decisions are exclusively based on qualifications, merit, and business requirements, free from any discrimination based on race, gender, age, disability, religion, nationality, or any other protected basis under applicable law.