Sr IT Service Desk Specialist - Janus Henderson Investors

Why work for us?







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!









Y our opportunity







+ Provide Global support for all JHI employees (US, EMEA, APAC)



+ Acting as Tier 2 support specialist for the Global Service Desk T1 team while tackling complex issues / problems



+ Escalation point and liaison between Global Service Desk and Tier 3 support teams



+ 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



+ Overseeing escalation of Incidents and ensuring tickets are escalated appropriately and in a timely manner meeting SLAs



+ Partner with T3 teams to perform root cause analysis on raised problem tickets



+ Take lead in ticket trending analysis and creating Knowledge base articles and communications to Service Desk teams as well as T3 and leadership



+ Performing regular quality checks on WIP(Work in Progress) tickets which are being worked within the T1 Service Desk team members and providing feedback to the team via appropriate channels



+ Help mentor, coach and educate Tier 1 Service Desk team members



+ Act as a point of contact for Incidents and Service Requests for end-users



+ Answering all telephone calls, emails, and walk-ups to the 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



+ Assist with creating, updating, and maintaining support documentation for internal teams



+ Hardware maintenance tasks (Hardware refresh, laptop build, profiling, re-builds)



+ iPhone/iPad support and maintenance tasks (set-up, configure, deploy)



+ Maintain and own process of asset-tracking information in ServiceNow



+ Participate in on-call rotation for after hours support



+ Carry out additional duties as assigned









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









Must have skills









+ 3+ years in an IT Service Desk support role



+ Knowledge of Windows 10/11 and Office 365 applications



+ Knowledge of desktop and laptop hardware (Dell, MAC)



+ Strong communication and interpersonal skills



+ Ability to provide tier 1 and tier 2 technical support



+ Leadership skills for assisting with coaching, training of the Tier 1 support teams



+ 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



+ Windows 11



+ An understanding of ITIL and best practices









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.









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







Compensation information







The base salary range for this position is $85,000 - $95,000. This range is estimated for this role. Actual pay may be different. This position will remain open until April 12, 2024







#LI-BM1, #LI-Hybrid



















Annual Bonus Opportunity: Position is eligible to receive an annual discretionary bonus award from the profit pool. The profit pool is funded based on Company profits. Individual bonuses are determined based on Company, department, team and individual performance.







Benefits: Janus Henderson is committed to offering a comprehensive total rewards package to eligible employees that includes; competitive compensation, pension/retirement plans, and various health, wellbeing and lifestyle benefits. To learn more about our offerings please visit the Why Join Us section on the career page here (https://www.janushenderson.com/careers/) .







Janus Henderson Investors is an equal opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.







Janus Henderson (including its subsidiaries) will not maintain existing or sponsor new industry registrations or licenses where not supported by an employee’s job functions (as determined by Janus Henderson at its sole discretion).







You should be willing to adhere to the provisions of our Investment Advisory Code of Ethics related to personal securities activities and other disclosure and certification requirements, including past political contributions and political activities. Applicants’ past political contributions or activity may impact applicants’ eligibility for this position.







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.