IT.Junior Support Analyst
Citco Group of Companies
Philippines , Manila , Makati
6d ago

About CitcoSince the 1940s Citco has provided specialist financial services to alternative investment funds, investors, multinationals and private clients worldwide.

With over 6,000 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 role is first line technical support on the Global Service Desk, providing a centralized point of contact, recording all incidents and requests.

The successful candidate will be responsible for providing direct PC hardware, software and request support to 6000 business users across 50 locations.

The aim of the Service Desk team is not only to create incidents & requests, but to resolve at least 75% of all tickets reported to the desk.

The role may suit candidates who have IT Support / Customer Service experience in a business environmentThis position reports to our Service Desk Team Lead and is a key position within the Operations and Support groupJob Duties in Brief :

  • Represent Citco IT as a central point of contact for employees needing IT assistance.
  • Record, track and monitor incidents and service requests following the defined Ticket Management Process.
  • Provide first line technical support providing an initial assessment and troubleshooting of all inbound incidents and requests.
  • Manage resolution of issues efficiently and professionally. Resolution of at least 75% of all tickets on first contact
  • Escalate incidents to the appropriate second level support team and coordinate support for unresolved technical issues, following defined escalation procedures.
  • Provide on-time status and communication to employees regarding outstanding and resolving incidents.
  • Proactively increase the efficiency of the day to day operations by suggesting improvements regarding tools and processes.
  • Maintain a strong working knowledge of supported systems and continually strives to enhance knowledge through ongoing training, reading and participating in projects and improvement initiatives.
  • Communicate to management on high-impact technical incidents.
  • Follow Global Service Desk procedures, policies and processes diligently and accurately.
  • Provide back-up support for other team members, as required.
  • Any other project or tasks assigned by managementAbout You :
  • ITIL familiarity
  • Any certifications a plus
  • VDI Experience a plus Previous Work Experience :
  • Candidates will have an IT and / or Business qualification.
  • Candidates will have experience in an IT support and / or customer service environment. Candidates will have :
  • Good problem solving skills
  • Excellent customer service skills
  • Excellent communication skills
  • Excellent time management skills
  • The ability to work within a team
  • The ability to work on own initiative
  • Willingness to work flexible hours / shift rotation to provide 24x7 coverage What We Offer :
  • A challenging and rewarding role in an award-winning global business.
  • Opportunities for personal and professional career development.
  • Great working environment, competitive salary and benefits, and opportunities for educational support.
  • Be part of an industry leading global team, renowned for excellence.Confidentiality Assured.
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