Service Desk Analyst

An opportunity has arisen for a IT Service Specialist to join a Global Service Desk Team based in London, Liverpool Street. The chosen candidate will be highly motivated , who takes pride in delivering excellent customer service, who will be joining a team who share the same goals. The Service Desk team supports the core function of the business, from laptop builds through to application support, on/off boarding. You will be dealing with Tier 1 (1st line) support incidents, queries whilst liaising with our Tier 2 (2nd line) support team. 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 of 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 on-going projects as required
• Participate in shift and on-call rotation(quarterly) for afterhours support
• Occasional requirement to work scheduled weekend 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
• Generous Holiday policies
• 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, Andreia Gouveia, IT Service Delivery Manager, UK
  
  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
• Intune
• Experience with iPads / iPhone
• An understanding of ITIL and best practices
Supervisory responsibilities

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. We will do this by protecting and growing our core business, amplifying our strengths, and diversifying where we have the right. 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!

Potential for growth
• Mentoring
• Leadership development programs
• Regular training
• Career development services
• Continuing education courses
You will be expected to understand the regulatory obligations of the firm, and abide by the regulated entity requirements and JHI policies applicable for your role.