Sr IT Service Desk Specialist


  • Provide Global support for all JHI employees (US, EMEA, APAC)
  • Acting as Tier 2 support specialist for the Global Service Desk T1 team while tackling complex issues / problems
  • Escalation point and liaison between Global Service Desk and Tier 3 support teams
  • 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
  • Overseeing escalation of Incidents and ensuring tickets are escalated appropriately and in a timely manner meeting SLAs
  • Partner with T3 teams to perform root cause analysis on raised problem tickets
  • Take lead in ticket trending analysis and creating Knowledge base articles and communications to Service Desk teams as well as T3 and leadership
  • Performing regular quality checks on WIP(Work in Progress) tickets which are being worked within the T1 Service Desk team members and providing feedback to the team via appropriate channels
  • Help mentor, coach and educate Tier 1 Service Desk team members
  • Act as a point of contact for Incidents and Service Requests for end-users
  • Answering all telephone calls, emails, and walk-ups to the 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
  • Assist with creating, updating, and maintaining support documentation for internal teams
  • Hardware maintenance tasks (Hardware refresh, laptop build, profiling, re-builds)
  • iPhone/iPad support and maintenance tasks (set-up, configure, deploy)
  • Maintain and own process of asset-tracking information in ServiceNow
  • Participate in on-call rotation for after hours support
  • Carry out additional duties as assigned

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

  • 3+ years in an IT Service Desk support role
  • Knowledge of Windows 10/11 and Office 365 applications
  • Knowledge of desktop and laptop hardware (Dell, MAC)
  • Strong communication and interpersonal skills
  • Ability to provide tier 1 and tier 2 technical support
  • Leadership skills for assisting with coaching, training of the Tier 1 support teams
  • 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
  • Windows 11
  • An understanding of ITIL and best practices

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.

How to Apply

Please contact us on with CV.


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