IT Junior Support Analyst

3 months ago

Toronto, Canada Citco Full time

IT Junior Support Analyst

Toronto, Canada

**About Citco**

Citco is a global leader in fund services, corporate governance and related asset services with staff across 50 office locations worldwide. With more than $1.8 trillion in assets under administration, we deliver end-to-end solutions and exceptional service to meet our clients’ needs.

**About the Team & Business Line**:
Proprietary software solutions and innovation are at the core of what differentiates Citco in the alternative investment space. Through our network of global development centres, Citco invests heavily in technology development, security, and infrastructure to ensure our clients continue to receive award-winning products that underpin our commitment to service excellence.

As a core member of our Tech Ops team, you will work with dedicated professionals to ensure our clients maintain access to their critical information assets while keeping Citco ahead of industry trends.

**Your** Role**:

- Take ownership of issues by carrying out incident analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalate incidents to other support teams where necessary
- Accurately record, update and document incidents and requests in the Service Desk ticketing system
- Maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate and professional manner
- Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
- Create, maintain and publish relevant support documentation in order to assist all users in the quick resolution of their incidents and service requests and enable users to become more self-sufficient
- Verify IT Asset Management (ITAM) records are up to date
- Provide support and management of physical access and general security of the premises where required
- Complete daily/weekly/monthly IT Health Checks for the local office
- Proactively notify Business and IT management of any issues as soon as they’re identified and provide regular updates on proposed solutions
- Assist in BCP planning and testing by ensuring IT hardware and facilities are DR ready
- Report to Business and IT Management on a periodic basis on IT issues, progress, initiatives, upcoming hardware/software replacements/upgrades and anything else which may impact business operations
- Act as general on-site resource for all IT teams supporting the site
- Provide cross organizational support - remote support for other locations
- Work after hours as required and be available to participate in an on-call schedule

**About You**:

- You have 3+ years of experience in a similar role.
- Demonstrated understanding of ITIL and Change Management
- Excellent communication and interpersonal skills - both written and verbal
- Demonstrated analytical and problem management skills
- Experience in ensuring compliance with industry and local government standards
- Bachelor's Degree or technical qualification prevalent to the position
- Demonstrated commitment to continuous improvement and training
- Strong verbal and written communication skills
- Excellent presentation skills and an ability to engage audiences
- Ability to build relationships and work well across functions
- Experience in a collaborative team environment, accepting workload and responsibilities
- Must be able to manage multiple assignments simultaneously and have strong organizational skills; ability to prioritize and oversee multiple initiatives in a fast-paced environment
- Demonstrate a strong customer orientation and strategic thinking with an entrepreneurial spirit
- Demonstrate cross-functional expertise and the ability to thrive in a highly complex environment

**Our Benefits**

Your well-being is of paramount importance to us, and central to our success. We provide a range of benefits, training and education support, and flexible working arrangements to help you achieve success in your career while balancing personal needs. Ask us about specific benefits in your location.

We recognize diversity as a source of organizational pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the people we hire, and the culture we create in our organization.

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