IT Helpdesk Analyst

Insight Investment is looking for an IT Helpdesk Analyst to join the Operations team in Boston. As part of the Helpdesk team, you will assist users with all IT-related issues, performing root cause analysis and resolve/document issues whenever possible.

**Role Responsibilities**
- Provide a proactive and high-quality IT Support
- Ensure tickets/requests are responded to within a timely manner
- Manage end users’ expectations and ensure they receive regular updates on outstanding issues
- Ensure that agreed service standards are being met and instigate appropriate procedures when they are not
- Manage issues through to resolution
- Update ServiceNow tickets whenever possible so others can see updates
- Carry out root cause analysis on issues and provide resolutions for users whenever possible
- Undertake continuous improvement and small-scale enhancements / mini projects as requested.
- Create and update documentation on Confluence / ServiceNow as required
- Ensure our infrastructure is kept secure and adhere to our IT Security and Information Risk controls

**Skill, Knowledge and Experience Required**
- Windows 10 / 11, Office / O365, M365 apps
- Active Directory / Group Policy
- Windows performance / process monitoring
- Collaboration Software (Teams, Zoom, WebEx, etc.)
- Troubleshooting experience with Excel (add-ins, macros, etc.)
- Exposure to RSA (or similar secure login)

**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 andabsolute return capabilities.

Insight Investment is owned by BNY Mellon, a global leader in investment management and investment services.

Insight has a clear mission and purpose to offer investors a different approach to achieving their investment goals; one that prioritises the certainty of meeting their chosen objectives in contrast to the traditional focus on maximising return and minimisingvolatility.

Insight takes responsible investment seriously. In our view, it is as an essential part of deciding whether an investment is fair value. Insight is a signatory to the Financial Reporting Council’s UK Stewardship Code4 and a founding signatory to the UN-supportedPrinciples for Responsible Investment (PRI) in 2006.

Insight has a global network of operations in the UK, Ireland, Germany, US, Japan and Australia.