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For Companies At a Glance
- 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 competitive salary, flexible hours, and generous leave policies.
- 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: Hybrid work model with a vibrant office culture and fun events.
The predicted salary is between 30000 - 42000 Ā£ per year.
Join to apply for the Desktop Support Analyst (VDI) role at PEAK6.
Who We Are
Apex Fintech Solutions (AFS) powers innovation and the future of digital wealth management by processing millions of transactions daily, simplifying, automating, and facilitating access to financial markets for all. Our robust suite of fintech solutions supports clients such as Stash, Betterment, SoFi, Webull, and more than 20 million of our clients' customers.
About This Role
Apex Fintech Solutions is seeking a Desktop Support Analyst (VDI) to provide frontline technical support for endāusers in a largeāscale 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 VDIārelated 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
- Guide new users through VDI setup and firstātime login
- Train users on VDI software
- Maintain userāfacing documentation (quickāstart guides, FAQs, video tutorials)
- Support VDI migration: assist users transitioning from physical laptops to VDI
- 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
- 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
- Handsāon 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 handsāon experience working with Intune, Automox, and Kandji
- Proven experience with zeroātouch 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, WiāFi troubleshooting)
- VPN and remote access troubleshooting
- Multiāfactor authentication (MFA) support (Okta, Duo, or similar)
- Thin client hardware setup and troubleshooting
- Windows 11 troubleshooting
- Microsoft Office 365 support
- Application installation and configuration within VDI
- User profile management (roaming profiles, folder redirection)
- 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 ā patient, empathetic, and userāfocused
- Strong verbal and written communication (ability to explain technical concepts to nonātechnical users)
- Critical thinking and problemāsolving 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 ā three days per week in the office with flexible remote options.
Rewards & Benefits
We offer a marketāleading 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) in London employer: PEAK6
Contact Detail:
PEAK6 Recruiting Team
StudySmarter Expert Advice š¤«
We think this is how you could land Desktop Support Analyst (VDI) in London
āØTip Number 1
Network like a pro! Reach out to current employees at PEAK6 or similar companies on LinkedIn. A friendly chat can give you insider info and might even lead to a referral!
āØTip Number 2
Prepare for the interview by brushing up on your VDI knowledge. Make sure you can talk confidently about troubleshooting techniques and user support strategies. We want to see that you're ready to tackle those Tier 1/Tier 2 issues!
āØTip Number 3
Show off your soft skills! During interviews, highlight your customer service experience and how you've handled tricky situations. Remember, it's all about being patient and empathetic with users.
āØTip Number 4
Donāt forget to apply through our website! Itās the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Desktop Support Analyst (VDI) in London
Some tips for your application š«”
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 that match the job description. We want to see how your background fits into our world!
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 ā we love a good story!
Show Off Your Technical Skills: In your application, donāt forget to mention your hands-on experience with tools like Intune, Automox, and ticketing systems like Zendesk. Weāre looking for someone who can hit the ground running, so let us know what youāve got!
Apply Through Our Website: We encourage you to apply directly through our website. Itās the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, itās super easy ā just a few clicks and youāre in!
How to prepare for a job interview at PEAK6
āØKnow Your VDI Inside Out
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 troubleshoot common issues, as this will show your technical prowess and readiness for the role.
āØShow Off Your Customer Service Skills
Since this role involves frontline support, highlight your excellent customer service skills. Prepare examples of how you've handled difficult user situations in the past, demonstrating patience and empathy while resolving their issues.
āØPrepare for Technical Questions
Expect technical questions related to networking concepts, multi-factor authentication, and remote access troubleshooting. Practise explaining these concepts in simple terms, as you'll need to communicate effectively with non-technical users.
āØDocument Everything
Be ready to discuss your documentation skills. Talk about how you keep clear and concise notes in ticketing systems like Zendesk or ServiceNow. This is crucial for tracking issues and ensuring smooth communication within the team.
