Your Role:

The Service Desk Analyst is responsible for providing excellent customer service and resolving customer inquiries in a timely manner. Customer Support 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 by the Customer Support group 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.

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.

Working as part of the Customer Support group, this role interacts with all functions within the Customer Support IT group. In a day-to-day capacity, this role interacts with the 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. More generally this role has input on organizational procedures and processes to ensure effective and efficient support is provided to our customers.

• You will handle all incoming queries and help requests from end users and customers, either via email, phone or web.  You will take detailed notes of the problem the user is experiencing, determine steps to take to resolve the issue and manage the flow of incoming support requests.  This involves asking the right questions to determine the full scope of the user’s issue.
• You will directly resolve user technical issues as they are reported.  This can involve remotely accessing the user’s computer and troubleshooting the issue.
• You will escalate user support requests to high level IT Support specialists and experts if you are unable to resolve the issue.  You provide full notes regarding the problem, steps you have already taken to resolve the issue.
• Throughout the user support process, you will maintain detailed records of user issues with software and hardware.  These notes can help diagnose and repair complex issues and provide IT team with data regarding recurring issues and problems handled by multiple users.  By maintaining detailed records, you can also look at a user’s history of software and hardware issues and make recommendations to prevent future problems.
• You will create, edit and maintain supporting IT procedures and knowledge documents.  This can include FAQ documents for users that detail common issues and how to resolve them without opening a helpdesk ticket, department documents that outline standard operating procedures and practices, and help sheets that can be distributed throughout the organization.
• You will provide on-time status and communication to employees regarding outstanding and resolved incidents.
• You will proactively increase the efficiency of the day to day operations by suggesting improvements regarding tools and processes.
• You will communicate to management on high-impact technical incidents.
• You will follow Global Service Desk procedures, policies and processes diligently and accurately.
• Any other project or tasks assigned by management

About You:

• 2 – 3 years in a Customer Support Role
• Third Level/ IT Qualification
• 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

Desired skills and expertise

• ITIL Foundation Certificate.
• Experience in CA ITSM Products.
• Experience in SQL
• Knowledge of the creation and maintenance of KB solutions.
• Ability to build relationships and work well across functions.
• Experience in a collaborative team environment.
• Willingness to work flexible hours

Our Benefits

Your wellbeing 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.