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 means our people are among the best in the industry. And 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 incorporating 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 timezone in the follow-the-sun Shared Services Center model. The Service Desk Analyst is a member of our global Service Desk team. The Service Desk is the first point of contact for internal business customers and external clients. You ensure customer expectations are met or exceeded. You are responsible for meeting defined metrics/benchmarks, adhering to the standards and processes to provide effective customer service and meet requirements. This role reports into the Service Desk Manager and interacts with diverse functions, including Regional Service Delivery Team, Desktop and Application Support functions, along with infrastructure and business support teams, taking ownership as required and ensuring an appropriate response to customer inquiries.
Responsibilities
Job Duties in Brief:
* Receive and record all reported incidents and service requests from internal and external customers in the IT ticketing system.
* First line support providing an initial assessment of all incidents and requests.
* Resolution of at least 85% of all incidents on first contact.
* Routing of incidents to the resolution groups when they are not resolved during initial support.
* Escalation of all incidents when necessary / as per procedure.
* Monitoring the status and progress toward resolution of all open incidents and requests.
* Keeping affected customers informed about progress.
* Resolution confirmation and closure of incidents.
* Detecting potential trends and liaising with problem management where applicable.
* Co-ordination of proactive communications to the business.
* Maintaining Knowledge Management Database.
* Working 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 to customers.
* Excellent communication and interpersonal skills – team collaboration.
* Demonstrated analytical and problem management skills.
* Good broad technical understanding of hardware, software, applications, networks and communications technologies.
* Demonstrate understanding of the role of the Service Desk.
* Time management – be able to set priorities when handling multiple cases.
Education
* BSc/MSc Computer Science or relevant area.
* Demonstrated commitment to service delivery, customer support and training.
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.
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