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- Tasks: Provide 2nd line support for desktop issues, troubleshooting software and hardware problems.
- Company: Join Insight Investment, a leading asset manager with a global presence and collaborative culture.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Be part of a tech-savvy team solving real-world problems and enhancing user experiences.
- Qualifications: Knowledge of VDI, Active Directory, and troubleshooting skills are essential; experience with PowerShell is a plus.
- Other info: Inclusive employer encouraging applications from diverse backgrounds.
The predicted salary is between 36000 - 60000 £ per year.
Insight is looking for a Desktop Support Analyst for a 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. 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:
- EUC Desktop Platform: 100% VDI using VMware vSphere and Horizon View.
- Operating System: Evergreen Windows 10 & Office 365 C2R 64-bit.
- Directory Services: Active Directory.
- Profile Management: Ivanti Environment Manager and FSLogix for Windows User Profiles.
- Desktop Configuration: Dedicated and persistent desktops, not RDS.
- 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:
- Handle escalations from the Service Desk (1st Line Support) for complex issues.
- Provide technical 2nd line support to the business both physically and assisting colleagues in remote offices.
- Troubleshoot and perform root cause analysis of a wide range of software/hardware issues.
- Work with internal teams and external vendors to manage software and hardware solutions effectively.
- Document information and educate 1st line teams to navigate a fix.
- Ensure ticket management is conducted, with regular updates for the end user.
- Conduct trend analysis to identify recurring issues and recommend improvements.
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 advice or 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.
- 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.
Desktop Support Analyst (2nd Line) - Contract (London) employer: Insight Investment Group
Contact Detail:
Insight Investment Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Desktop Support Analyst (2nd Line) - Contract (London)
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as VMware vSphere and Horizon View. Having hands-on experience or relevant certifications can significantly boost your confidence and demonstrate your expertise during interviews.
✨Tip Number 2
Brush up on your troubleshooting skills, especially in relation to video conferencing technology and Active Directory. Being able to discuss real-life scenarios where you've successfully resolved complex issues will make you stand out.
✨Tip Number 3
Network with current or former employees of Insight Investment on platforms like LinkedIn. They can provide valuable insights into the company culture and the specifics of the Desktop Support Analyst role, which can help you tailor your approach.
✨Tip Number 4
Prepare to discuss your experience with ticket management systems and how you've contributed to improving processes in previous roles. Highlighting your ability to document solutions and educate others will show that you're proactive and a team player.
We think you need these skills to ace Desktop Support Analyst (2nd Line) - Contract (London)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in desktop support, particularly with VDI technologies like VMware Horizon View and vSphere. Include specific examples of troubleshooting software and hardware issues, as well as any experience with video conferencing technology.
Craft a Strong Cover Letter: In your cover letter, emphasise your problem-solving skills and ability to conduct root cause analysis. Mention your familiarity with tools like Active Directory, Microsoft Defender, and Ivanti, as these are crucial for the role.
Showcase Technical Skills: Clearly list your technical skills related to the job description, such as proficiency in PowerShell scripting, knowledge of email flow and archiving tools, and experience with application deployment solutions like Altiris or SCCM.
Demonstrate Collaboration Experience: Highlight any previous experience working with internal teams and external vendors. Provide examples of how you have effectively managed software and hardware solutions in a collaborative environment.
How to prepare for a job interview at Insight Investment Group
✨Know Your Tech Inside Out
Make sure you have a solid understanding of the technologies mentioned in the job description, especially VDI, VMware, and the various software applications. Be prepared to discuss your experience with troubleshooting and root cause analysis.
✨Demonstrate Problem-Solving Skills
Prepare examples of complex issues you've resolved in the past. Highlight your approach to troubleshooting and how you determined the root cause of problems, as this is crucial for the role.
✨Familiarise Yourself with Collaboration Tools
Since the role involves working with internal teams and external vendors, be ready to discuss your experience with collaboration tools like Teams. Mention any relevant experiences where you effectively communicated technical solutions.
✨Showcase Your Documentation Skills
The ability to document information and educate others is key. Bring examples of documentation you've created or improved, and be ready to explain how you ensure that 1st line teams can navigate fixes efficiently.
