Senior Service Desk Analyst (Contract) - London
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 orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law. If you are a candidate with a disability, or are assisting a candidate with a disability, and require an accommodation to apply for one of our jobs, please email us at TalentAcquisition@InsightInvestment.com
About Insight Investment:
Insight Investment is a leading asset manager focused on designing investment solutions to meet its clients' needs. Founded in 2002, Insight's collaborative approach has delivered both investment performance and growth in assets under management. Insight manages assets across its core liability-driven investment, risk management, full-spectrum fixed income, currency and absolute return capabilities. Insight has a global network of operations in the UK, Ireland, Germany, US, Japan and Australia. More information about Insight Investment can be found at: https://www.insightinvestment.com/corporate/