Role Responsibilities

Act as the escalation point for technical issues from the Service Desk (1st Line), ensuring timely and effective resolutionDeliver 2nd Line Support across the business, providing both on-site assistance and remote support to colleagues in regional officesDiagnose and resolve a broad spectrum of software and hardware issues through in-depth troubleshooting and root cause analysisFully qualify and investigate issues before escalating to the Desktop Services (3rd Line) team when appropriateCollaborate with internal teams and external vendors to implement and maintain software and hardware solutionsCreate and maintain clear documentation to support knowledge transfer and empower 1st Line teams with effective troubleshooting guidanceManage service tickets efficiently, ensuring regular updates and clear communication with end users throughout the resolution processPerform trend analysis to identify recurring issues, driving continuous improvement through actionable insights and recommendationsExperience Required

Knowledge of Video Conferencing technology (e.g., Cisco Codec, Touch-10, Room Kit)Working knowledge of VDI (VMware Horizon View, vSphere) would be beneficialIn-depth experience in the End User Computing spaceAbility to determine root causes through analysis of events, logs, system behaviour, and user experiencesProvide support and training to the Service Desk, devising corrections/fixes for faultsQuickly establish whether issues are User Profile, Virtual Machine, Application-specific, or Device-basedIdentify and highlight systemic problemsTake ownership and proactively resolve technical problems to meet business requirementsKnowledge of Active Directory, MS Authenticator, Teams, IntuneUnderstanding of networking and service infrastructureInsight 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.comAbout 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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