IT Service Desk Specialist, EMEA

4 weeks ago

London, United Kingdom Janus Henderson U.S. Full time

Career Opportunities: IT Service Desk Specialist (29821)
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
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.
Provide 1st line support for all JHI employees (US, EMEA, APAC)
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
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. 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
Tracking issues via ServiceNow
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
Required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; viewing a computer terminal; Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Some periods of time may be spent in computer room and communications equipment spaces for installation, testing, and troubleshooting
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 beverages, snacks and all employee Happy Hours
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)
Experience of providing 1st line support
Experience with ServiceNow
An understanding of ITIL and best practices
We believe diversity improves results and we welcome applications from all backgrounds. 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 .
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