Job Description

About Citco

Citco is a global leader in fund services, corporate governance, and related asset services with staff across 50 office locations worldwide. With $3 trillion in assets under administration, we deliver end-to-end solutions and exceptional service to meet our clients' needs.

About the Team

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.

Working as part of the Customer Support group, this role interacts with multiple functions within the Customer Support IT group and with other groups within the wider IT team. More generally this role has input on organizational structure and procedures to ensure a comprehensive and robust support model is established.

Responsibilities

Your role

• Diagnose and resolve software and hardware incidents, requests and coordinate/implement scheduled changes, including operating systems, telecoms and enterprise software applications.
• To 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; escalating incidents to other support teams where necessary.
• To accurately record, update and document incidents and requests in the Service Desk ticketing system.
• To 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.
• To 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 up to date.
• Provide support and management of physical access and general security of the premises where required.
• To 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.
• 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.
• Cross organizational support - remote support for other locations.

Qualifications

About You

• Bachelor's degree or a last year student in Information Technology, Computer Science or related field.
• 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.
• Experience in a collaborative team environment, accepting workload and responsibilities.

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.

Citco welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection.