Desktop Support Analyst (VDI)Apex Fintech Solutions UK • Belfast, Northern Ireland, United Kingdom
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Desktop Support Analyst (VDI)
Apex Fintech Solutions UK
- Belfast, Northern Ireland, United Kingdom
- Belfast, Northern Ireland, United Kingdom
About
powers innovation and the future of digital wealth management by building tech-forward solutions that help simplify, automate, and facilitate access to financial markets for all. Our fintech software supports clients such as Stash, Betterment, SoFi, Webull, and eToro, among others, enabling access to the stock market for millions of end customers. About This Role Apex Fintech Solutions is seeking a
Desktop Support Analyst (VDI)
to provide frontline technical support for end-users in a large-scale Virtual Desktop Infrastructure (VDI) environment within financial services. This role is critical to the success of our VDI rollout, ensuring employees can access trading platforms, financial applications, and critical business systems from anywhere. The ideal candidate combines strong technical troubleshooting skills with excellent customer service and the ability to support users through change. Responsibilities
VDI User Support & Troubleshooting: Provide Tier 1/Tier 2 support for VDI-related issues; troubleshoot VDI connectivity issues (network, authentication, client software, performance); resolve user access problems (MFA, authentication, profile issues, application launch failures); diagnose and resolve VDI performance issues (latency, freezing, disconnections); support users accessing applications through VDI (trading platforms, market data terminals, order management systems); escalate complex technical issues to Desktop Engineering team with detailed documentation. User Onboarding & Training: Guide new users through VDI setup and first-time login; train users on VDI software; maintain user-facing documentation (quick start guides, FAQs, video tutorials); support VDI migration: assist users transitioning from physical laptops to VDI. Incident & Request Management: Manage VDI support tickets (triage, troubleshoot, resolve, escalate); meet SLA targets for response and resolution times; document all troubleshooting steps and resolutions in tickets; identify recurring issues and escalate to Problem Management; proactively communicate with users during VDI incidents or outages. End-User Experience & Feedback: Serve as voice of the user by collecting feedback on VDI performance and usability; monitor user satisfaction (CSAT) and address concerns; identify common pain points and recommend improvements to Product Owner and Desktop Engineering; support change management during VDI rollout (communication, training, user adoption). Qualifications
Bachelor's degree in a technical field preferred 3+ years of IT support experience, preferably in financial services or regulated environments Hands-on experience supporting VDI solutions (Amazon WorkSpaces, Citrix, VMware Horizon, or similar) Experience supporting remote/hybrid users (VPN, MFA, remote desktop technologies); experience with Zendesk, ServiceNow or similar ticketing system Experience supporting Linux, MacOS & Windows 11 in enterprise environments Hands-on experience with Intune, Automox, and Kandji Proven experience with zero-touch deployment methodologies (e.g. Windows Autopilot, Apple Business Manager) Technical Skills
VDI & Remote Access; Amazon WorkSpaces client troubleshooting Citrix Workspace app or VMware Horizon client support Understanding of basic networking concepts (DNS, DHCP, VPN, Wi-Fi troubleshooting) VPN and remote access troubleshooting Multi-factor authentication (MFA) support (Okta, Duo, or similar) Thin client hardware setup and troubleshooting Desktop & Application Support; Windows 11 troubleshooting; Microsoft Office 365 support Application installation and configuration within VDI; User profile management (roaming profiles, folder redirection) Tools & Systems
Intune, Automox & Kandji Familiarity with financial applications (trading platforms, Bloomberg Terminal, market data systems) preferred Zendesk, ServiceNow (ticket management, knowledge base) Remote support tools (TeamViewer, BeyondTrust, or similar) Active Directory (password resets, group membership, account unlocks) Monitoring tools (basic troubleshooting using logs, event viewer) Soft Skills
Excellent customer service skills; patient, empathetic, and user-focused Strong verbal and written communication (ability to explain technical concepts to non-technical users) Critical thinking and problem-solving under pressure Ability to manage high ticket volumes and prioritize effectively Adaptable to changing priorities and urgent issues Demonstrated ability to work independently and escalate appropriately Positive attitude during organizational change (VDI rollout can be challenging for users) Strong documentation skills (clear, concise ticket notes and knowledge articles) Work Environment
This job operates in a hybrid, office environment 3 days per week. #IT #associate #full-time #AFSUK Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Our Rewards
We offer a robust package of employee perks and benefits, including a market-leading salary with an annual bonus, 28 days of annual leave plus 10 Northern Ireland national holidays, a training and development budget, and a pension matched up to 7%. Our benefits also cover private health insurance for medical, dental, and optical care, and life insurance. We emphasize work-life balance with flexible working hours, parental leave, a modern city center office, and a hybrid work schedule that allows for greater flexibility by partially working from home. Additional perks include monthly catered lunches, unlimited drinks and snacks, hackathon events, poker tournaments, and a charitable matching gift program. EEO & Disability Statements
Apex Fintech Solutions is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics. We are committed to creating an inclusive and accessible workplace and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations, please submit your request via the Candidate Accommodation Requests Form. We will work with you to provide the necessary accommodations to ensure full participation in our hiring process.
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Languages
- English
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