Career Opportunities: Service Desk Analyst (30167)

Career Opportunities: Service Desk Analyst (30167)

Requisition ID 30167 - Posted - London - Janus Henderson

Janus Henderson Investors Job Description

A career at Janus Henderson is more than a job, it’s about investing in a brighter future together.

Our Mission at Janus Henderson is to help clients define and achieve superior financial outcomes through differentiated insights, disciplined investments, and world-class service.

Our Values are key to driving our success, and are at the heart of everything we do:

Clients Come First - Always | Execution Supersedes Intention | Together We Win | Diversity Improves Results | Truth Builds Trust

If our mission, values, and purpose align with your own, we would love to hear from you!

About the Team

An opportunity has arisen for an IT Service Specialist to join a Global Service Desk Team based in London, Liverpool Street. The chosen candidate will be highly motivated, take pride in delivering excellent customer service, and will join a team that shares the same goals. The Service Desk team supports the core function of the business, from laptop builds through to application support and on/off boarding.

Your opportunity:

• Provide 1st line support for all JHI employees (US, EMEA, APAC)
• Perform Vendor Management duties requiring collaboration with 3rd party vendors outside of the company such as Dell to troubleshoot/fix hardware problems with company equipment
• Escalation of Incidents to Global Senior IT Service Desk Specialist and ensuring tickets are escalated appropriately and in a timely manner meeting SLAs
• Act as a point of contact for Incidents and Service Requests for end-users
• Answering all telephone calls, emails, and walk-ups to the Global IT Service Desk
• Resolving and escalating Incidents and Service Requests within agreed SLAs
• Manage and ensure On/Off-Boarding processes are carried through for JHI employees
• Conduct New Joiner IT induction alongside user training on internal applications as required for new employee orientation
• Documentation - Assist with creating, updating, and maintaining support documentation for internal teams
• Hardware Support - Unbox, image, configure, test, deploy and troubleshoot desktops/laptops and common peripherals including monitors, docking stations
• Hardware Asset Management – Input, update, decommission assets in HAM, following all asset management processes and procedures
• iPhone/iPad Support – Receive, configure, test, and deploy alongside supporting replacement devices. Assist end users with questions with set-up and support questions
• Software Support – Assist with install and uninstall of standard software. Assist and train users, when necessary, on common in-production applications
• VIP Support – Provide onsite white glove support, build strong relationships with executives, support staff, promptly assisting them with their questions, incidents, and service requests
• Feed into the Continuous Service Improvement Plan, participating in team meetings
• Participate in floor walking duties, responding to individual queries, problems, tasks. Tracking issues via ServiceNow
• Attend and participate in meetings as needed
• Participate in ongoing projects as required
• Participate in shift and on-call rotation (quarterly) for afterhours support
• Occasional requirement to work scheduled weekends to handle moves, adds, and changes
• Carry out additional duties as assigned

Physical Work

• Exerting up to 25 pounds (12kg) of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers.
• Required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
• Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to walk short distances, lift, and small carry parcels, packages, and other items.
• Some work requires moving and lifting equipment.
• Some periods of time may be spent in computer room and communications equipment spaces for installation, testing, and troubleshooting.

What to expect when you join our firm:

• Hybrid working and reasonable accommodations
• Paid volunteer time to step away from your desk and into the community
• Support to grow through professional development courses, tuition/qualification reimbursement and more
• All-inclusive approach to Diversity, Equity and Inclusion
• Maternal/paternal leave benefits and family services
• Complimentary subscription to Headspace – the mindfulness app
• Corporate membership to ClassPass and other health and well-being benefits
• Unique employee events and programs including a 14er challenge
• Complimentary beverages, snacks and all employee Happy Hours

Must have skills:

• 1+ years in an IT Service Desk support role
• Knowledge and experience of Windows 10/11 and Office 365 applications
• Knowledge and experience of supporting desktop and laptop hardware (Dell, MAC)
• Strong communication and interpersonal skills
• Experience of providing 1st line support
• Excellent problem solving, capable of working to deadlines, high level of attention to detail and have a keen desire to learn and progress

Nice to have skills:

• Experience with ServiceNow
• Experience with Nexthink
• Experience with iPads/iPhones
• An understanding of ITIL and best practices

At Janus Henderson Investors we’re committed to an inclusive and supportive environment. We believe diversity improves results and we welcome applications from all backgrounds. Don’t worry if you don’t think you tick every box, we still want to hear from you! We understand everyone has different commitments and while we can’t accommodate every flexible working request we’re happy to be asked about work flexibility and our hybrid working environment. If you need any reasonable accommodations during our recruitment process, please get in touch and let us know at recruiter@janushenderson.com.