Job Specifications
Role Overview:
Insight Investment are looking for a Senior Service Desk Analyst to join our London office for a 12 month contract. A highly technical, multi-disciplined, desktop-focused role where the team is responsible for escalations from the Service Desk (1st Line Support), Video Conferencing Equipment, Printers, and dealing with a wide range of software (approximately 400 applications packaged) and hardware-related issues. Working closely with 3rd line teams, creating scripted and ideally automated fixes. Excellent troubleshooting skills and the ability to establish the root cause of an issue are essential. The role also involves collaborating with both internal teams and external vendors to manage software and hardware solutions effectively.
Platform Profile:
Desktop Platform: 100% VDI using VMware vSphere and Horizon View
Operating System: Evergreen Windows 11 & Office 365 C2R 64-bit
Directory Services: Active Directory & Microsoft Entra
Profile Management: Ivanti Environment Manager and FSLogix for Windows User Profiles
Desktop Configuration: Dedicated and persistent desktops
Application Delivery: Mixture of App-V 5 and MSI
Platform/Desktop Management: User-targeted, heavily scripted, and automated using Ivanti AppSense and Symantec Ghost Solution Suite (Altiris Deployment Solution)
Email Services: Outlook and Exchange Online, with email archiving via Mimecast
System Monitoring: System intelligence monitoring and data collection provided by Lakeside SysTrack
Security Systems: Microsoft Defender for Endpoint, Ivanti AppSense Application Control, Ivanti Device Control (Lumension), and Qualys
Thin Client Management: Dell zero/thin clients managed with Wyse Management Suite
Collaboration Tools: Teams for video conferencing and collaboration
Role Responsibilities:
Act as the escalation point for technical issues from the Service Desk (1st Line), ensuring timely and effective resolution
Deliver 2nd Line Support across the business, providing both on-site assistance and remote support to colleagues in regional offices
Diagnose and resolve a broad spectrum of software and hardware issues through in-depth troubleshooting and root cause analysis
Fully qualify and investigate issues before escalating to the Desktop Services (3rd Line) team when appropriate
Collaborate with internal teams and external vendors to implement and maintain software and hardware solutions
Create and maintain clear documentation to support knowledge transfer and empower 1st Line teams with effective troubleshooting guidance
Manage service tickets efficiently, ensuring regular updates and clear communication with end users throughout the resolution process
Perform trend analysis to identify recurring issues, driving continuous improvement through actionable insights and recommendations
Experience Required:
Knowledge of Video Conferencing technology (e.g., Cisco Codec, Touch-10, Room Kit)
Working knowledge of VDI (VMware Horizon View, vSphere)
In-depth experience in the End User Compute space
Ability to determine root causes through analysis of events, logs, system behaviour, and user experiences
Provide support & training to the Service Desk, devising corrections/fixes for faults
Update/create documentation, manipulate data, and define enhancements
Quickly establish whether issues are User Profile, Virtual Machine, Application-specific, or Device-based
Identify and highlight systemic problems
Take ownership and proactively resolve technical problems to meet business requirements
BYOD policy: users can connect to their VM via their own device
Knowledge of Active Directory, MS Authenticator, Teams, Intune
Experience with Altiris or other Application Deployment Solutions (e.g., SCCM)
Understanding of email flow and archiving tools (e.g., Mimecast)
Familiarity with ServiceNow ITSM module
Knowledge of Microsoft OneDrive
Experience with Lakeside SysTrack/Remote Resource Monitoring
Proficiency in PowerShell scripting
Understanding of networking and service infrastructure
Additional Skills:
Wyse Management Suite / Thin Client Management
Device/Access Control (e.g., Ivanti)
Microsoft FSLogix / Profile Management
Market Data Applications (Bloomberg, thinkFolio, Eikon/Reuters)
Microsoft Defender / Anti-Virus
Strong focus on providing exceptional customer service
Excellent written and verbal communication skills
Confident in a technically complex environment with shifting priorities
Works well under pressure in a busy office setting
Able to explain technical issues to diverse audiences
Engages in meaningful interactions with users
Prioritises users and manages competing priorities effectively
Generates and implements new ideas
Provides solutions to potential problems
Fosters effective working relationships within and across teams
Adapts to changing work environments and remains focused
Insight Investment is an equal opportunities employer and makes employment decisions without regard to race, color, religion, sex, sexual orientatio
About the Company
Insight Investment is a leading global asset manager, responsible for assets under management across liability driven investment (LDI), cashflow-driven investing (CDI) and longevity hedging, currency management, fixed income, absolute return, multi-asset and specialist investment strategies.
Insight's mission is to offer investors a different approach to achieving their investment goals; one that prioritises the certainty of meeting their chosen objectives in contrast to the traditional focus on maximising return and minim...
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