End User Services Specialist

The Role

About Lord Abbett:

Founded in 1929, Lord Abbett is an independent firm with a singular focus on the management of money. Over the course of our history, we’ve earned a sterling reputation for our leadership, influence, and innovation in the asset management industry. Today, our independent perspective, our commitment to active management, and our intelligent product design continue to make us relevant to individual and institutional investors.

From the very beginning, we’ve recognized that our people are our greatest asset. As an investment-led, investor-focused firm, we value intellectual curiosity, teamwork, and collaboration across the organization.

We’re looking for people with a keen interest in working for a trusted leader in the asset management industry, a desire to expand their knowledge, and a passion for delivering a client experience that exceeds expectations.

  Now that you know our history, are you ready to be part of our future?

Job Overview:

We are looking for an End User Services Specialist do provide support on preliminary actions on End User desktop/application issues.

We’ll trust you to:

• Provide L1 Telephone and Email support for end users leveraging the knowledge base
• Provide L1 Support on Microsoft AD, MS Office 365, MS Office 2016 Suite, Windows OS and MacOS
• L1 Incident and Service Request Management
• Hardware, software i.e., install, configure, and manage VDI environment.
• Log, update, follow-up, resolve, assign, and escalate tickets in accordance with established procedures
• Adhere to defined SLAs
• Mobile Device Management (MDM)
• L1 support and maintain environment using Air watch/Intune (IOS and Android OS) for registered devices
• Knowledge on ITSM Tool (Incident Management, Problem Management, Change Management, etc).
• Collaborate with other teams and work cross functionally to enhance the user support experience of the firm
• Be a part of the Workplace Technology Ambassadors
• Participate in various working groups to define Standards and Best Practices and help drive innovation.
• Be responsible for the thorough documentations of implementations, via technical documentation and run-books

You'll need to have:

• 3+ years of experience working in a help desk environment
• Practical knowledge of Microsoft AD, MS Office 365, MS Office 2016 Suite, Windows OS and MacOS, administration and security, deployment and management, automation technologies
• Troubleshooting / problem-solving Skills
• Flexibility to work a variety of shifts with minimal notice
• Experience in using collaboration tools for remote support
• Excellent Communication (both Verbal and written)
• High quality Customer service
• Good Team player
• Highly organized and detail oriented in order to keep detailed notes on tickets
• Ability to multi-task and able to work under stringent deadlines
• Knowledge on ITIL (Certification would be preferred)
• Knowledge on Cherwell ITSM Tool would be an added advantage

Why Lord Abbett?

Lord Abbett is a leading global independent, privately held investment management company. We are active managers and invest where we believe we have a repeatable edge and can deliver alpha for our clients. Our vision is to be the most respected asset manager in the world, admired for our people, our performance, our relationships, and our organizational agility. This inspires the three pillars of our culture.

• Principles-Based- We empower our leaders to create an environment of trust.
• Performance-Oriented - We inspire our people to embody our values, excellence, responsibility, transparency & collaboration.
• Purpose-Driven - We instill a passion for always putting our clients' interests first. 

We are honored to have earned recognition as one of the Best Places to Work in Money Management by Pensions & Investments and scored 100% on the Human Rights Campaign’s Corporate Equality Index, a measure of LGBTQ+ workplace equality.  

Compensation Information: Annual base salary for this role is $90,000 - $110,000. Salary is estimated for this role. Actual pay may be different.

Discretionary Bonus: Role may be eligible to receive an annual discretionary bonus. Discretionary bonuses are determined by several factors including, but not limited to, firm, team, and individual performance. 

Benefits: Lord Abbett is committed to offering a competitive total rewards package to all eligible employees. Offerings include competitive total compensation, retirement plans, competitive health and well-being plans. To learn more about what we offer, please visit Careers | Lord Abbett

Lord Abbett is an equal employment opportunity employer. We are committed to providing equal employment opportunities to all qualified individuals without regard to the following legally protected characteristics: race, color, religion, sex, pregnancy, national origin, age, physical or mental disability, marital status, sexual orientation, sexual identity, caregiver status, military/veteran status, or any other characteristic protected by local, state or federal law. All employment decisions at Lord Abbett are based solely on the applicant’s relevant experience, skills and qualifications.

Important notice to Search Firms - Please Read CarefullyWithout prior written agreement, Lord Abbett does not accept unsolicited submissions from employment agencies, search firms, placement services, or any similar provider (“Search Firms”) for employment opportunities. All candidates submitted by Search Firms to any employee or partner at our company without a written Search Firm agreement in place will be deemed the sole property of our company. In such circumstances, no fee, commission, or other compensation will be paid to such Search Firm in the event a candidate is hired by our company. To the extent a Search Firm has a written agreement in place, all introductions are position specific and should be directed to HR or the hiring manager, so we kindly request no unsolicited phone calls or emails.