Service Desk Specialist – Janus Henderson Graduate Scheme London

Overview

Position Title: Service Desk Specialist

Company: Janus Henderson Investors

Location: London, UK

Job Description:

Janus Henderson is a leading global active asset manager. We exist to help our clients achieve their long-term financial goals. Our team exemplifies our values of putting clients first, acting like owners and succeeding as a team. Our culture is high-energy, collaborative, and forward-thinking with opportunities to grow in an exciting career. We invite you to consider joining our dynamic, global team!
Our culture is the foundation for how we interact with clients and one another as part of our unique, people-focused work environment. We support a flexible hybrid working model that allows teams to build a strong and positive culture by inspiring innovation and increasing collaboration. Currently our hybrid working model allows employees to work 3 or more days in office and the remaining time remotely.

Responsibilities:

• Serve as the first point of contact for internal customers seeking technical assistance over the phone and other available methods
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issues and details provided by the end user and walk them through the problem-solving process
• Record troubleshooting steps and resolution notes in detail in ServiceNow
• Manage queues flow, taking incoming tickets, using correct CI, Cat, SubCat and Priority.
• Provide onsite deskside support for end users for deskside support requirements as needed
• Escalate unresolved incidents to the Tier 2 support team as needed and provide detailed notes on troubleshooting steps

Requirements:

• Follow-up and update end users in a timely manner with the status of ongoing tickets and support efforts
• Install and maintain computer hardware and peripherals
• Image and configure computer equipment for internal customers
• Perform hardware replacement of parts as needed under vendor warranty
• Create and review knowledgebase articles to support IT Service Desk team and end users
• Support technology related business continuity and disaster recovery efforts
• Assist with project work as needed
• Rotation support of On-Call responsibilities with all Tier 1 and Tier 2 team members
• Carry out other duties as assigned

Benefits:

• Hybrid working and reasonable accommodations
• Generous Holiday policies
• Excellent Health and Wellbeing benefits including corporate membership to ClassPass
• 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
• All employee events including networking opportunities and social activities
• Lunch allowance for use within our subsidized onsite canteen
• Related experience within IT Service Desk role
• Experience supporting desktop OS environments including Windows and Apple\Macintosh
• Experience supporting Microsoft Office application suite including Outlook, Word, Excel, etc.
• Knowledge of Microsoft Active Directory basics – Users, Computers, and Group Management
• Experience configuring mobile devices e.g. iOS and Android
• Familiarity with ServiceNow to track incidents and requests
• Experience working in fast-paced environments
• Ability to identify, diagnose and resolve IT incidents and requests
• Knowledge of supported hardware devices. Ability to configure and set up Windows and Macintosh desktop and laptops and diagnose problems with hardware components
• Working knowledge of supported printers and other hardware peripherals. Ability to install, configure, perform preventative maintenance, and troubleshoot hardware problems. Solid understanding of software driver installation and network printer installation and support.
• Basic knowledge of Ethernet network topology, of wireless LAN’s and other networking topologies