PGIM is the diversified asset management business of Prudential Financial, Inc. (NYSE: PRU). With $1.4 trillion in assets under management, and 42 offices spanning 18 countries, PGIM is among the world's top-14 largest asset managers. Each PGIM business offers a distinct workplace culture that aligns with the firm's ultimate objective: to provide premier service to our clients while fostering an inclusive workplace culture that is rooted in trust, respect and equality.
Our Business:
PGIM Fixed Income is a global asset manager offering active solutions across all fixed income markets. With 1000 employees and $859bn assets under management, the company has offices in Newark, London, Paris, Amsterdam, Munich, Zurich, Tokyo, Hong Kong, Singapore and Sydney. Our business climate is a safe inclusive environment, centered around mutual respect, intellectual honesty, transparency and teamwork. Our leaders are focused on talent & culture; dedicated to fostering growth & development at all levels to develop the industry leaders of tomorrow.
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In Japan, we started our asset management business in 1988. Since then, we have now come to offer a wide range of investment strategies for multiple asset classes, including fixed income, equities, real estate, and alternatives, managed by PGIM's investment units. PGIM Japan Co., Ltd. has over ¥21.754 trillion in assets under management for Japanese institutional clients (as of June 2024). For more information, please visit www.pgim.com and https://www.pgim.com/pgim-japan/.
Our Role:
As PGIM Japan Group (PGIM Japan and PGIM Real Estate Japan)'s business has been evolving and expanding in both width and breadth of clientele as well as product range, we are looking for a motivated and bright individual like you to fulfill a unique opportunity within our dynamic environment. At PGIM Japan Group, we are 140+ users who needs helpdesk support to perform their daily task. Service Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level. A stimulating and challenging role, encompassing different areas of the business and an opportunity to work with a wider global team. External training for the right candidate may include the pursuit of additional professional qualifications. This is an opportunity to work in Service Desk role of Technology Solutions Group at the PGIM Japan covering PGIM Japan Group.
Your Impact:
- Client/User First mind-set
- Setting up PC, Login ID, Security request administration support
- Provide first contact point for support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
- Support for IT infra related projects/activities, Business continuation support working with infra support group company
- Prioritize incidents and service requests according to defined processes to meet defined SLAs
- Escalate incidents with accurate documentation to suitable technician, when required
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
- Work with vendor for deployment of pre-packaged software as needed, assist in software releases and rollouts according to change management best practices
- Use remote tools and diagnostic utilities to aid in troubleshooting
- Pro-actively research solutions through internal and external knowledgebase as needed
- Identify and learn appropriate software and hardware used and supported by the organization
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
- Test fixes to ensure an incident has been adequately resolved
- Develop help sheets and FAQ lists for end users - self-servicing
- Identify repetitive inquiries and find creative solution to eliminate them
- Develop and maintain an inventory of all laptops, desktop, monitors, keyboards, hard drives, network cards, and other components and equipment as needed
Your Required Skills:
- Work eligibility in Japan on full-time basis
- Strong academic background: Degree level or equivalent
- Business level Japanese and English both in written and spoken. Exceptional written and oral communication skills in Japanese and English
- 3-5 years' work experience within an IT role in Financial firm
- Strong attention to detail, able to set priorities and complete simultaneous projects, Self-starter
- Knowledge of advanced computer hardware, network, including Telecom and AV.
- Experience with desktop, laptop and server operating systems: Windows, Linux.
- Extensive application support experience with Azure including MS-Office products and AWS service.
- IT Procurement assistance and Mobile device support
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills. Logical problem solver
- Incident management tools like JIRA, Service Now
- Documentation (Procedures and Manuals)
Your Desired Skills:
- In-depth knowledge of hardware and software
- Up-to-date knowledge of the latest IT and software trends
- A strong team player who is inquisitive, self-motivated and able to multi-task
- Comfortable dealing with all levels of management and colleagues in different functions and regions
- Able to meet tight deadlines whilst maintaining a high quality of work
Our Culture:
Prudential is focused on creating a fully inclusive culture, where all employees feel comfortable bringing their authentic selves to work. We don't just accept difference-we celebrate it, support it, and thrive on it. At Prudential employees have a unique opportunity to build their career path by owning their development, their career and their future. We encourage employees to utilize the internal "Skills Accelerator" to hone their skills and explore the opportunities available to them within Prudential.
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Prudential Financial, Inc. of the United States is not affiliated with Prudential plc. which is headquartered in the United Kingdom.
Prudential is a multinational financial services leader with operations in the United States, Asia, Europe, and Latin America. Leveraging its heritage of life insurance and asset management expertise, Prudential is focused on helping individual and institutional customers grow and protect their wealth. The company's well-known Rock symbol is an icon of strength, stability, expertise and innovation that has stood the test of time. Prudential's businesses offer a variety of products and services, including life insurance, annuities, retirement-related services, mutual funds, asset management, and real estate services, some of which may not be available in your area.
We recognize that our strength and success are directly linked to the quality and skills of our diverse associates. We are proud to be a place where talented people who want to make a difference can grow as professionals, leaders, and as individuals. Visit www.prudential.com to learn more about our values, our history and our brand.
Prudential is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status , medical condition or any other characteristic protected by law.