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- Tasks: Provide top-notch support for users in a dynamic VDI environment.
- Company: Join Apex Fintech Solutions, a leader in digital wealth management.
- Benefits: Enjoy a competitive salary, generous leave, and flexible working options.
- Why this job: Be part of a team that powers innovation in financial services.
- Qualifications: 3+ years in IT support with VDI experience preferred.
- Other info: Work in a hybrid environment with great career growth opportunities.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Join to apply for the Desktop Support Analyst (VDI) role at PEAK6.
Apex Fintech Solutions is seeking a Desktop Support Analyst (VDI) to provide frontline technical support for end‑users in a large‑scale Virtual Desktop Infrastructure (VDI) environment within financial services. This role is critical to the success of our VDI rollout, ensuring employees can seamlessly access trading platforms, financial applications, and critical business systems from anywhere.
Responsibilities
- VDI User Support & Troubleshooting
- Provide Tier 1/Tier 2 support for VDI‑related issues
- Troubleshoot VDI connectivity issues (network, authentication, client software, performance)
- Resolve user access problems (MFA, authentication, profile issues, application launch failures)
- Diagnose and resolve VDI performance issues (latency, freezing, disconnections)
- Support users accessing applications through VDI (trading platforms, market data terminals, order management systems)
- Escalate complex technical issues to the Desktop Engineering team with detailed documentation
- User Onboarding & Training
- Guide new users through VDI setup and first‑time login
- Train users on VDI software
- Maintain user‑facing documentation (quick‑start guides, FAQs, video tutorials)
- Support VDI migration: assist users transitioning from physical laptops to VDI
- Incident & Request Management
- Manage VDI support tickets (triage, troubleshoot, resolve, and escalations)
- Meet SLA targets for response and resolution times
- Document all troubleshooting steps and resolutions in tickets
- Identify recurring issues and submit escalation to Problem Management
- Proactively communicate with users during VDI incidents or outages
- End‑User Experience & Feedback
- Act as voice of the user: collect feedback on VDI performance and usability
- Monitor user satisfaction (CSAT) and address concerns
- Identify common pain points and recommend improvements to Product Owner and Desktop Engineering
- Support change management efforts during VDI rollout (communication, training, user adoption)
Education and Experience
- Bachelor’s degree in a technical field preferred
- 3+ years of IT support experience, preferably in financial services or regulated environments
- Hands‑on experience supporting VDI solutions (Amazon WorkSpaces, Citrix, VMware Horizon, or similar)
- Experience supporting remote/hybrid users (VPN, MFA, remote desktop technologies)
- Experience with Zendesk, ServiceNow or similar ticketing system
- Experience supporting Linux, macOS & Windows 11 in enterprise environments
- Demonstrated hands‑on experience working with Intune, Automox, and Kandji
- Proven experience with zero‑touch deployment methodologies (Windows Autopilot, Apple Business Manager)
Required Technical Skills
- VDI & Remote Access
- Amazon WorkSpaces client troubleshooting
- Citrix Workspace app or VMware Horizon client support
- Basic networking concepts (DNS, DHCP, VPN, Wi‑Fi troubleshooting)
- VPN and remote access troubleshooting
- Multi‑factor authentication (MFA) support (Okta, Duo, or similar)
- Thin client hardware setup and troubleshooting
- Desktop & Application Support
- Windows 11 troubleshooting
- Microsoft Office 365 support
- Application installation and configuration within VDI
- User profile management (roaming profiles, folder redirection)
Tools & Systems
- Intune, Automox & Kandji
- Zendesk, ServiceNow (ticket management, knowledge base)
- Remote support tools (TeamViewer, BeyondTrust, or similar)
- Active Directory (password resets, group membership, account unlocks)
- Monitoring tools (basic troubleshooting using logs, event viewer)
Soft Skills
- Excellent customer service skills – patient, empathetic, and user‑focused
- Strong verbal and written communication (ability to explain technical concepts to non‑technical users)
- Critical thinking and problem‑solving under pressure
- Ability to manage high ticket volumes and prioritise effectively
- Adaptable to changing priorities and urgent issues
- Demonstrated ability to work independently and escalate appropriately
- Positive attitude during organisational change (VDI rollout can be challenging for users)
- Strong documentation skills (clear, concise ticket notes and knowledge articles)
Work Environment
This role operates in a hybrid, office environment – three days per week in the office with flexible remote options.
Rewards & Benefits
We offer a market‑leading salary with annual bonus, 28 days annual leave plus 10 Northern Ireland national holidays, a training and development budget, a pension matched up to 7%, private health insurance (medical, dental, optical care), life insurance, flexible working hours, parental leave, a modern city centre office, monthly catered lunches, unlimited drinks and snacks, hackathon events, poker tournaments, a charitable matching gift program, and more.
EEO Statement
Apex Fintech Solutions is an equal opportunity employer that does not discriminate on the basis of race, colour, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.
Disability Statement
Apex Fintech Solutions is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please submit your request via the Candidate Accommodation Requests Form. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process.
Desktop Support Analyst (VDI) employer: PEAK6
Contact Detail:
PEAK6 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Desktop Support Analyst (VDI)
✨Tip Number 1
Network like a pro! Reach out to current employees at PEAK6 on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Desktop Support Analyst role.
✨Tip Number 2
Prepare for the interview by brushing up on your VDI knowledge. Make sure you can confidently discuss troubleshooting techniques and user support strategies, as these will be key in your role.
✨Tip Number 3
Showcase your soft skills during the interview. Remember, they’re looking for someone who can communicate effectively and provide excellent customer service, so share examples of how you've done this in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team.
We think you need these skills to ace Desktop Support Analyst (VDI)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Desktop Support Analyst role. Highlight your experience with VDI solutions and any relevant technical skills. We want to see how your background fits with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your skills can help us at Apex Fintech Solutions. Keep it concise but impactful.
Show Off Your Technical Skills: In your application, don’t forget to mention your hands-on experience with tools like Zendesk or ServiceNow. We love seeing candidates who can hit the ground running with their technical know-how!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining our team!
How to prepare for a job interview at PEAK6
✨Know Your VDI Stuff
Make sure you brush up on your knowledge of Virtual Desktop Infrastructure (VDI) solutions like Amazon WorkSpaces, Citrix, or VMware Horizon. Be ready to discuss your hands-on experience and how you've tackled common issues like connectivity problems or performance lags.
✨Show Off Your Troubleshooting Skills
Prepare to demonstrate your troubleshooting process during the interview. Think of specific examples where you resolved user access problems or managed high ticket volumes. Highlight your critical thinking and problem-solving skills, especially under pressure.
✨Communicate Like a Pro
Since this role involves a lot of user interaction, practice explaining technical concepts in simple terms. You might be asked to role-play a scenario where you help a non-technical user with a VDI issue, so keep it clear and user-focused.
✨Be Ready for Change Management
Understand the challenges that come with VDI rollouts and be prepared to discuss how you would support users during transitions. Share any experiences you have with training users or collecting feedback to improve their experience, as this will show your adaptability and user-centric approach.
