IT Service Desk Specialist

2 weeks ago

Sydney, Australia Janus Henderson Full time

Why work for us?

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.

Your opportunity
- Primarily located in Sydney, you will provide IT Desktop Support across two offices in the Sydney area, our Melbourne office and our Brisbane office. This role will require some regular interstate travel to our Melbourne office
- This role will also provide broader support to our other global offices as part of our ‘follow the sun’ model within Global Technology
- Be the face of the IT team on the ground in Australia and will be the point of contact for IT service and support
- Own issues arising in Australia and the wider APAC region when needed, while ensuring they are brought to a resolution with communication back to the impacted user(s) in a timely manner working within defined SLAs.
- Log and track incidents and requests via ServiceNow
- Provide face to face as well as phone support to all users in the region, and more broadly as required
- Collaborate closely with other teams globally to work on resolving any escalated issues
- Carry out support, build and installation of office IT equipment including PC, laptops and phones, screens etc.
- Assist with project work and upgrades of infrastructure system
- Update asset management system regularly with new and disposed assets
- On occasion may be required to work out of office hours to support work requests including projects
- Carry out other duties as assigned

What to expect when you join our firm
- 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, qualification reimbursement and more
- All-inclusive approach to Diversity, Equity and Inclusion
- Parental leave benefits
- Complimentary subscription to Headspace - the mindfulness app
- Corporate membership to ClassPass and other health and well-being benefits
- All employee events including networking opportunities and social activities

Must have skills
- Providing very high level of customer service
- You must have a can-do attitude and always willing to assist when needed
- Solid understanding of Active Directory
- Solid understanding of TCP/IP protocols
- Solid understanding of MS Office suite and O365
- Knowledge of collaboration tools e.g. Zoom, MS Teams
- Knowledge of client-side Citrix technology
- Good working knowledge of ServiceNow, logging tickets and requests and tracking them
- Good working knowledge of hardware and software troubleshooting processes for Dell/HP/Lenovo and other hardware providers

Nice to have skills
- Self-starter and proactive
- Able to prioritize, track and keep on top of workload
- Good understanding of group policies
- Good working knowledge of server hardware installation and support
- Good understanding of Cisco CUCM system and IP telephony

Supervisory responsibilities
- No

Potential for growth
- Mentoring
- On-the-job training expanding technical skills
- Leadership development programs
- Regular training
- Career development services
- Continuing education courses

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).

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.

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