Service Desk Specialist

Janus Henderson Group; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

Janus Henderson Investors is seeking a hands-on IT Desktop and Site Support professional to deliver on-site and remote assistance across Singapore and Hong Kong, with occasional travel to Hong Kong. You will own incident resolution, asset management, and participate in global service desk activities.

The role emphasizes customer service excellence, strong AD, TCP/IP, and ITIL knowledge, plus experience with ServiceNow, Citrix, SCCM, and Cisco CUCM.

Qualifications

• 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.

Responsibilities

• Provide IT desktop and site support across Singapore and Hong Kong offices.
• Resolve incidents and requests within defined SLAs as part of the Global Service Desk.
• Log and track issues using ServiceNow and keep users updated.
• Perform face-to-face and remote support for APAC region users.
• Collaborate with global teams to resolve escalated issues.
• Install and configure office IT equipment (PCs, laptops, phones, printers).
• Assist with IT projects and upgrades.
• Maintain asset management system with new and disposed assets.
• Occasionally work out of hours for outages or upgrades.

Skills

Customer service

Can-do attitude

Face-to-face & remote support

Active Directory

TCP/IP

MS Office 365

Zoom/Teams

Citrix client-side

ServiceNow

Hardware troubleshooting

ITIL knowledge

Tools

Active Directory

Citrix

ServiceNow

Cisco CUCM

SCCM

MS Teams

Zoom

MS Office 365

Job description

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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!

Your opportunity

• 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

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, 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

Must have skills

• 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

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
• Good understanding of SCCM system and how applications are deployed via software center

Supervisory responsibilities

• No

Potential for growth

• Regular training
• 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 [e-mail]

#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 pagehere .

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.