IT Service Desk Specialist

Why work for us

A career at Janus Henderson is more than a job its about investingin 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!

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

1. 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.
2. 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.
3. 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.
4. Some work requires moving and lifting equipment
5. 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

Must have skills

• 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

• No

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 were committed to an inclusive and supportive environment. We believe diversity improves results and we welcome applications from all backgrounds. Dont worry if you dont think you tick every box we still want to hear from you! We understand everyone has different commitments and while we cant accommodate every flexible working request were 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

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

All applicants must be willing to comply with the provisions of Janus Henderson 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. Janus Henderson 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. All applications are subject to background checks.