Current Opportunities

Global Asset Management

IT Service Desk Analyst

Permanent
London

The company - Janus Henderson Investors 

We are a leading independent global asset manager, dedicated to delivering the best outcomes for our clients through a highly diversified range of actively-managed products. We are truly global, supporting our individual and institutional investors across a range of products, encompassing equities, fixed income, multi-asset and alternatives. Our high-energy and collaborative culture at Janus Henderson helps our client achieve their goals and ensures that our people love the place they work.

The department 

The IT department plays a crucial role in supporting the success of Janus Henderson.  We are responsible for designing and implementing state-of-the-art software to support our fund management, trading, distribution and operational areas and for maintaining a stable and resilient IT infrastructure platform. 

The IT Service Desk team is the face of IT to our internal customers.  We deliver fast and accurate resolution of issues and maintain a fleet of end user IT equipment in a professional and service orientated manner.

Overview of the role

You will be focused on providing front line level 1 and 2 support for all IT related issues. This includes the logging of incidents, investigation of issues through to resolution and escalation to level 3 support teams where appropriate. You would be required to have the capability to manage customers’ expectations while at the same time ensuring that IT standards are met. 

Duties and responsibilities
You will: 

•    Be the first point of contact in resolving 1st and 2nd line support calls 
•    Ensure users are informed of progress at agreed intervals
•    Own and handle incidents / problems with various teams 
•    Support Senior Analysts on the production of service management information for senior management
•    Assist with project work where needed
•    Provide cover to the business from 07:00 – 19:00 on a shift basis
•    Provide on-call support from 19:00 – 07:00 week days and 24hr on weekends.  On a rotational basis
•    Carry out additional duties as assigned.

Technical skills and qualifications
Essential

  • Experience working with Service Now
  • Prior experience working within a 1st/2nd line Desktop Support role 
  • Knowledge of Windows 10 or equivalent
  • Knowledge of Microsoft Office 2016 including Outlook 
  • Understanding of Microsoft Active Directory
  • Experience of configuring mobile devices e.g. iOS and Android
  • Ability to use helpdesk management tools to log/monitor/close client problems/requests 
  • Experience of working in fast-paced environments
  • Ability to identify, isolate and resolve IT problems / requests
  • Experience working with a ticket queue 

Helpful

  • Familiarity with Cisco Jabber
  • Familiarity with Microsoft Certificate Services and E-mail Encryption
  • Understanding of Microsoft Systems Centre Configuration Manager
  • Basic understanding of LAN technologies



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