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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