About Citco
Since the 1940s, Citco has provided specialist financial services to alternative investment funds, investors, multinationals, and private clients worldwide. With over 9,000 employees in 45 countries, we pioneer innovative solutions that meet our clients’ evolving needs and deliver exceptional service. Our continuous investment in learning ensures our people are among the best in the industry. Our corporate social responsibility programs provide meaningful and fulfilling work in the community. A career at Citco isn’t just a job – it’s an opportunity to excel in an environment that genuinely supports your personal and professional development.
About The Role
The Service Desk Analyst is responsible for providing excellent customer service and resolving customer inquiries in a timely manner. IT Service Delivery is a global IT group supporting all business-facing operations, from internal desktop management to strategic client integration on Citco’s core software platforms. The service delivery aligns with strategic customer demands and operational considerations within our follow-the-sun Shared Services Center model. The Service Desk Analyst is a member of our global Service Desk team, serving as the first point of contact for internal and external customers. You ensure customer expectations are met or exceeded, adhere to standards and processes, and meet defined metrics/benchmarks. This role reports to the Service Desk Manager and collaborates with various functions, including Regional Service Delivery, Desktop and Application Support, Infrastructure, and Business Support teams, taking ownership as required and ensuring appropriate responses to customer inquiries.
Responsibilities
1. Receive and record all reported incidents and service requests from internal and external customers in the IT ticketing system.
2. Provide first-line support with an initial assessment of incidents and requests.
3. Resolve at least 85% of incidents on first contact.
4. Route incidents to resolution groups when not resolved initially.
5. Escalate incidents as necessary according to procedures.
6. Monitor the status and progress of all open incidents and requests.
7. Keep affected customers informed about progress.
8. Confirm resolution and close incidents.
9. Detect potential trends and liaise with problem management when applicable.
10. Coordinate proactive communications to the business.
11. Maintain the Knowledge Management Database.
12. Work on ad-hoc projects as assigned by your manager.
Qualifications
About You
* 2–3 years of troubleshooting experience with hardware or software customer services.
* Substantial experience in IT support and customer service.
* Excellent communication and interpersonal skills with a focus on team collaboration.
* Strong analytical and problem management skills.
* Good broad technical understanding of hardware, software, applications, networks, and communications technologies.
* Understanding of the role of the Service Desk.
* Effective time management and ability to prioritize multiple cases.
Education
* BSc/MSc in Computer Science or a relevant field.
* Demonstrated commitment to service delivery, customer support, and training.
Desired Skills And Expertise
* ITIL Foundation Certificate.
* Experience with ITSM products.
* Knowledge of creating and maintaining Knowledge Base solutions.
* Ability to build relationships and collaborate across functions.
* Experience working in a team-oriented environment.
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