Service Desk Analyst

2 weeks ago

Toronto, Canada Citco Full time

Service Desk 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 Service Desk IT 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.

The Service Desk Analyst is a member of our global Service Desk team and is the first point of contact for all business-facing operational support, from internal desktop management through to strategic client integration on Citco’s core software platforms. The service delivered is aligned to both strategic customer demands in a given region, and the operational considerations for that time zone in the follow-the-sun Shared Services Center model. Demonstrating excellent customer service and resolving customer inquiries in a timely manner are key metrics in this role.

**Your Role**:

- You will receive and record all reported incidents and service requests from internal and external customers in Citco’s Service Desk IT ticketing system.
- Participate in projects to facilitate improvements to business processes and/or infrastructure
- Be the first line of support providing an initial assessment of all incidents and requests resolving at least 85% of all incidents on first contact
- Coordinate with Technical team(s) for L2 and L3 issues and provide resolution to end users
- Escalate any incidents when necessary, as per Citco procedure
- Route incidents to resolution groups when they are not resolved during initial support
- Monitor the status and progress toward resolution of all open incidents and requests while keeping affected customers informed about progress
- Ensure resolution confirmation and closure of incidents
- Detect potential trends and liaising with problem management to reduce potential issues
- Proactively communicate to the business
- Maintain Knowledge Management Database
- Work on ad-hoc projects as assigned

**About You**:

- You have a BSc/MSc Computer Science or relevant degree.
- 2-3 years of troubleshooting experience with hardware or software customer services and a demonstrated understanding of the role of the Service Desk
- Demonstrated commitment to service delivery, customer support and training
- Substantial experience in IT Support and customer service to customers
- Experience with remote/home office support challenges
- Excellent communication and interpersonal skills - team collaboration
- Demonstrated analytical and problem management skills
- Flexibility to work in different shift and after hours
- Time management - be able to set priorities when handling multiple cases
- Desired skills and expertise:

- ITIL Foundation Certificate
- Experience in ITSM products
- Knowledge of the creation and maintenance of KB solutions
- Ability to build relationships and work well across functions
- Experience in a collaborative team 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 embrace diversity, prioritizing the hiring of people from diverse backgrounds. Our inclusive culture is a source of pride and strength, fostering innovation and mutual respect.

LI-PD1

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