[CCI-365] - Desktop Support Analyst

[CCI-365] - Desktop Support Analyst

08 Jul
Janus Henderson

08 Jul

Janus Henderson


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 Global Technology department plays a crucial role in supporting the success of the business. We are responsible for developing and implementing state-of-the-art software and hardware maintenance to support our fund management,

trading, distribution and operational areas with secure, stable and resilient technology platforms.

Overview of the role

In this role you will be part of our global technology team to provide level 1-2 support to the Australian offices, working closely and partnering with other teams for escalation and resolutions of client issues that may arise. Reporting to the Desktop Services Lead, Australia you will ensure a very high level of customer service is achieved while providing technical support.

Duties and responsibilities

You will:

- Be located across two offices in the Sydney CBD and may be required to travel interstate on occasion

- Be the face of the IT team on the ground and will be the point of contact for customer service and support

- Own issues arising in the region while ensuring they are brought to a resolution with communication back to the impacted user(s)

- Log and track incidents and requests via Service Now

- Provide face to face as well as phone support to all users in the region

- Collaborate closely with other teams globally to work on resolving any escalated issues

- Carry out support, build and installation of user 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

- Carry out additional duties as assigned.

- On occasion may be required to work unsociable hours to support work requests including projects

Supervisory responsibilities

- No

Technical skills and qualifications

- Good knowledge of active directory

- Good knowledge of group policies

- Good knowledge of TCP/IP protocols

- Good knowledge 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 Service Now, logging tickets and requests and tracking them

- Good working knowledge of hardware and software troubleshooting processes for Dell/HP/Lenovo and other hardware providers

- Good working knowledge of server hardware installation and support

- Good knowledge of Cisco CUCM system and IP telephony

- Good knowledge of SCCM system and how applications are deployed via software center

- Good knowledge of ITIL and how to utilize it.

Competencies required

In addition to putting clients first, acting like an owner, and succeeding as a team, the competencies for this role include:

- Providing very high level of customer service

- You must have a can-do attitude and always willing to assist when needed

- Self starter and proactive

- Able to prioritize, track and keep on top of workload

Ongoing competence in the role to be assessed, in line with applicable regulatory requirements, by:

- Annual performance appraisal

- Completion of all assigned compliance training

Compliance requirements

At a minimum the role will require you to:

- Place the interest of Janus Henderson’s Clients first, act in accordance with TCF (Treating Customers Fairly) principles

- Understand and follow laws and regulations applicable for your role, seeking the help of your supervising manager or Compliance if additional guidance is required

- Understand and abide by all Janus Henderson policies applicable to your role, and seek support/guidance of the policy owner guidance when required

- You are ultimately accountable for your actions and responsible for seeking further information on any or all of the above as necessary.

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. 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.

The original job offer can be found in Kit Job:

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