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.
Insight is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation. 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: www.insightinvestment.com
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