Senior Service Desk Analyst - 2nd Line Support (London)

Insight Investment is looking for a Senior Service Desk Analyst to join the End-User Computing team in London. This is a highly 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. You will work closely with 3rd line teams, creating scripted and ideally automated fixes. 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.

Role Responsibilities

• Act as the escalation point for technical issues from the Service Desk (1st Line), ensuring timely and effective resolution
• Deliver 2nd Line Support across the business, providing both on-site assistance and remote support to colleagues in regional offices
• Diagnose and resolve a broad spectrum of software and hardware issues through in-depth troubleshooting and root cause analysis
• Fully qualify and investigate issues before escalating to the Desktop Services (3rd Line) team when appropriate
• Collaborate with internal teams and external vendors to implement and maintain software and hardware solutions
• Create and maintain clear documentation to support knowledge transfer and empower 1st Line teams with effective troubleshooting guidance
• Manage service tickets efficiently, ensuring regular updates and clear communication with end users throughout the resolution process
• Perform trend analysis to identify recurring issues, driving continuous improvement through actionable insights and recommendations

Experience Required

• Knowledge of Video Conferencing technology (e.g., Cisco Codec, Touch-10, Room Kit)
• Working knowledge of VDI (VMware Horizon View, vSphere) would be beneficial
• In-depth experience in the End User Computing space
• Ability to determine root causes through analysis of events, logs, system behaviour, and user experiences
• Provide support & training to the Service Desk, devising corrections/fixes for faults
• Quickly establish whether issues are User Profile, Virtual Machine, Application-specific, or Device-based
• Identify and highlight systemic problems
• Take ownership and proactively resolve technical problems to meet business requirements
• Knowledge of Active Directory, MS Authenticator, Teams, Intune
• 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

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: