Client Service Associate

About us

Ninety One is an independent, active global asset manager with £152.1 billion
* of assets under management.

Established in South Africa in 1991, as Investec Asset Management, the firm started offering domestic investments in an emerging market. In 2020, almost three decades of organic growth later, the firm demerged from Investec Group and became Ninety One.

Our distinctive capabilities sit within differentiated fixed income and credit as well as specialist equities, and we have a unique perspective and approach to investment opportunities presented by emerging markets and the energy transition.

* as at 30 September 2025

At Ninety One we are committed to providing equal employment opportunities. We have a strong belief in giving individuals the freedom to be themselves and ensuring all diverse perspectives are heard. Our culture provides all of our people, no matter what their background, with the opportunity to build a rewarding career.

The Support Hub team consists of 5 members globally supporting 1200+ staff across various offices. This team provides a high level of personable remote or onsite desk support to the entire firm working closely with the various IT teams and external vendors to ensure a stable, efficient, and positive user experience for our end users.

The Support Hub acts as the first point of contact for IT-related issues and service requests, providing 1st and 2nd line support. Team members take end-to-end ownership of tickets, ensuring clear communication, accurate documentation, and a seamless user experience with a single point of contact throughout the resolution process.

We are seeking an enthusiastic, hardworking, and driven individual to join our team. The ideal candidate will be a proactive self-starter with an entrepreneurial mindset, a strong customer-service orientation, and a genuine interest in continuously improving how technology supports the firm.

• Deliver responsive and effective 1st and 2nd line support for software, hardware, and core applications via Service Now, Microsoft Teams, walk-ups, desk side or phone.
• Accurately log and manage incidents and service requests, maintaining detailed records in line with ITIL best practices.
• Provide clear, user-friendly communication and technical guidance to end-users of varying technical abilities.
• Maintain and update tickets with relevant progress notes and status updates.
• Take full ownership of incidents from initial report to resolution, ensuring minimal handovers and timely follow-ups.
• Prioritize and manage multiple open cases, escalating where necessary with full context and troubleshooting steps taken.
• Use tools such as Microsoft Copilot, Power Automate, and Service Now Virtual Agent to streamline tasks and improve user experience.
• Proactively diagnose and resolve issues, leveraging logs and monitoring tools to prevent repeat incidents.
• Collaborate with internal technical and product teams to resolve complex or systemic issues.
• Maintain real-time communication with users during incidents to ensure a positive and transparent support experience.
• Contribute to and update the knowledge base to enable user self-help and team learning.
• Analyse support trends to identify recurring issues, suggesting process improvements and automation opportunities.
• Perform user administration tasks: password resets, account provisioning, AD group updates, etc.
• Conduct post-resolution follow-ups to confirm satisfaction and gather feedback.
• Participate in on-call and after-hours support on a rotational basis.
• Promote self-service portals and digital adoption, educating users on best practices.
• Uphold company policies regarding data security, compliance, and confidentiality.
• Share knowledge, mentor team members, and promote a collaborative team culture.

• 3+ years of experience working in an IT support role
• A proven interest in technology, AI and automation tools
• Excellent analytical and problem-solving skills
• The following system skills:
  Service Now (or other relevant ITSM toolset), Windows 11, Microsoft Active Directory/Azure AD, Microsoft Exchange 2016, Mimecast, Citrix, Microsoft Office 365, MDM/MAM Technologies e.g., Microsoft Intune, Cloud Technologies e.g., One Drive for Business, Installation of market applications such as Bloomberg, Factset & think
  
  Folio, Eikon & Microsoft SCCM (Software deployment, application packaging)

• The ability to build and maintain meaningful relationships
• The ability to ‘approach and own’ and continuously look for opportunities to develop
• A strong belief in doing the right thing
• A client focused and collaborative approach
• A curiosity about technology and its potential to drive innovation

#LI-DNI