Service Desk Specialist

City: Singapore Division: Infrastructure & Cloud Operations 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! Primarily located in Singapore, you will provide IT Desktop and Site Support across the Singapore and Hong Kong offices. This role may require infrequent travel to our Hong Kong office. This role will also provide broader support to our other regional and global offices as part of our ‘follow the sun’ model within the Global Service Desk Be the face of the IT team on the ground in Singapore and will be the point of contact for IT service and support Own issues arising in Singapore, Hong Kong 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 individual and team SLAs Log and track incidents, requests, tasks, changes, etc via ServiceNow ITSM. Provide face to face, as well as remote support to all users in the APAC region, and more broadly as needed 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, printers, etc. Assist with project work and upgrades 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 outages, upgrades, projects, etc. Carry out other duties as assigned 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, tuition/qualification reimbursement and more Maternal/paternal 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 Ability to provide exemplary levels of customer service A can-do attitude and always willing to assist when needed Solid grasp of Active Directory Solid grasp of TCP/IP protocols Solid grasp 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 and other hardware providers Good knowledge of ITIL and how to apply it 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 Good understanding of SCCM system and how applications are deployed via software center Supervisory responsibilities No 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 candidates 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 [email protected] #LI-GL1 #LI-Hybrid Annual Bonus Opportunity: Position may be 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 . Janus Henderson Investors is an equal opportunity 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. 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.