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For Companies At a Glance
- Tasks: Provide top-notch technical support and resolve IT issues for users.
- Company: Join Insight Investment, a leading asset manager with a collaborative culture.
- Benefits: Gain valuable experience, develop your skills, and enjoy a supportive work environment.
- Why this job: Kickstart your tech career while making a real difference in a dynamic team.
- Qualifications: Customer service experience and a passion for technology are essential.
- Other info: Flexible working hours and opportunities for continuous learning.
The predicted salary is between 30000 - 42000 £ per year.
Role Overview
Insight Investment is looking for a Junior Service Desk Analyst to join our high performing Technology team. As a Service Desk Analyst, you will be the first point of contact for technical support, delivering high-quality customer service and resolving a wide range of IT issues. Your responsibilities will include:
- Incident Management: Logging, triaging, and resolving technical issues related to desktop systems, video conferencing equipment, printers, and a broad suite of software applications.
- Application Support: Providing guidance and troubleshooting for commonly used applications, escalating complex issues to 2nd Line Support when necessary.
- User Access Control: Managing user provisioning, permissions, and access requests in line with security protocols.
- Business Continuity & Vendor Coordination: Assisting in continuity planning and liaising with external vendors for hardware and software support.
- Collaboration: Working closely with internal teams, including 2nd and 3rd Line Support, to ensure seamless issue resolution and knowledge sharing.
Strong communication and troubleshooting skills are essential, along with a proactive approach to problem-solving and a commitment to delivering excellent service.
Platform Profile
- Desktop Platform: 100% VDI
- Operating System: Evergreen Windows 11 & Microsoft 365.
- Directory Services: Active Directory & Microsoft Entra.
- Profile Management: Ivanti and FSLogix
- Application Delivery: Virtual and native
- Email Services:Outlook, Exchange Online and Mimecast.
- System Monitoring: System intelligence monitoring and data collection provided by Lakeside SysTrack.
- Security Systems: Microsoft Defender, Ivanti and Qualys.
- Thin Client Management: Dell zero/thin clients
- Collaboration Tools: Teams for video conferencing and collaboration.
Role Responsibilities
- Provide a proactive and quality service
- Ensure all support tickets are responded to within a timely manner
- Manage the customer\’s expectations and ensure they receive regular updates on outstanding issues
- Ticket escalations
- Manage issues through to resolution where possible
- Update helpdesk tickets so others can see updates
- Carry out root cause analysis
- Undertake continuous improvement & small-scale enhancements/mini projects as requested.
- Create and update documentation as required
- Ensure our infrastructure is kept secure and adhere to our IT Security and Information Risk controls
Experience Required
Essential
- Experience in a customer facing environment.
- A keen interest in technology and a willingness to learn.
Beneficial
- Windows 11 and Microsoft 365 Suite of Applications
- Active Directory
- Microsoft Entra/Azure
- Microsoft Authenticator (Two Factor Authentication)
- Microsoft Intune (Mobile Device Management)
- ServiceNow (Ticketing Platform)
- Omnissa, formerly VMware (Virtual Desktop Environment)
- Mimecast (Email Archiving)
- Altiris / Software Centre (Application Deployment/Imaging)
- PowerShell Scripting
- Understanding of networking and server infrastructure
Personal Qualities
Customer Service
Strong focus on providing exceptional customer service.
Communication
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.
Adapts approach based on situation and audience.
Engages in meaningful interactions with users.
Prioritises users and manages competing priorities effectively.
Improvement & Innovation
Generates and implements new ideas.
Provides solutions to potential problems.
Manages product life cycle.
Recognises automation opportunities and evaluates new approaches.
Team Player
Builds relationships across the organisation.
Fosters effective working relationships within and across teams.
Maintains a positive attitude and team spirit.
Resilience
Responds calmly under difficult conditions.
Adapts to changing work environments and remains focused.
Flexible to work out of hours as needed.
Learns and adapts to new technologies.
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: www.insightinvestment.com
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Junior Service Desk Analyst (London) employer: Insight Investment
Contact Detail:
Insight Investment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Junior Service Desk Analyst (London)
✨Tip Number 1
Get your networking game on! Reach out to people in the industry, especially those already working at Insight Investment. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be dealing with tech issues, brush up on common problems and solutions related to Windows 11 and Microsoft 365. This will help you shine during interviews and show your proactive approach.
✨Tip Number 3
Don’t forget to showcase your customer service skills! Prepare examples of how you've provided exceptional support in the past. This is key for a role like Junior Service Desk Analyst where communication is crucial.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining the team at Insight Investment.
We think you need these skills to ace Junior Service Desk Analyst (London)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Junior Service Desk Analyst role. Highlight any customer service experience and tech skills, especially with Windows 11 and Microsoft 365, as these are key for us.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about technology and how you can contribute to our team. Keep it concise but engaging, showing us your personality and enthusiasm.
Show Off Your Communication Skills: Since this role involves a lot of interaction with users, make sure your written application showcases your communication skills. Use clear language and avoid jargon, so we can see how well you can explain technical issues to diverse audiences.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Insight Investment
✨Know Your Tech Basics
Brush up on your knowledge of Windows 11, Microsoft 365, and Active Directory. Be ready to discuss how you've used these tools in the past or how you would approach common issues. This shows you're not just interested but also prepared!
✨Customer Service is Key
Since this role is all about providing exceptional customer service, think of examples where you've gone above and beyond for a customer. Prepare to share these stories during the interview to highlight your commitment to user satisfaction.
✨Practice Your Communication Skills
You’ll need to explain technical issues to non-technical users, so practice simplifying complex concepts. Consider doing mock interviews with friends or family to get comfortable with this. Clear communication can set you apart!
✨Show Your Problem-Solving Mindset
Be ready to discuss how you approach troubleshooting. Think of a time when you faced a technical challenge and how you resolved it. Highlight your proactive attitude and willingness to learn from each experience.
