Support Citco users through technical troubleshooting, incident management, and access administration within a global follow-the-sun model.
The IT Service Desk Analyst supports internal business users and, where applicable, external clients. Depending on business needs, the primary assignment covers Service Desk, Business Systems Support, or User Access Management. The analyst manages tickets, resolves issues, communicates progress, and collaborates with regional and global technology teams.
Key Responsibilities:
- Receive, assess, prioritize, and record incidents and requests
- Troubleshoot hardware, software, network, and remote-access issues
- Provide application or access support within assigned service areas
- Coordinate escalations, updates, customer communication, and closure
- Maintain knowledge articles, procedures, and service documentation
Requirements:
- Excellent communication, interpersonal, and customer-service skills
- Technical understanding of enterprise hardware, software, applications, and networks
- Knowledge of information security, access controls, and IT support standards
- Working knowledge of ServiceNow or comparable IT service-management tools
- Information Technology degree, diploma, equivalent experience, or certifications advantageous
Apply technical support, service management, and customer communication skills across Citco's global technology service areas.
IT Service Desk Support Analyst in Toronto employer: The Citco Group Limited
Citco is an exceptional employer that fosters a dynamic and inclusive work culture, where innovation and collaboration are at the forefront of our operations. With a strong emphasis on employee growth, we offer comprehensive mentorship programs and opportunities for professional development, particularly in our hybrid work environment that promotes work-life balance. Located in a vibrant area, Citco provides unique advantages such as access to industry-leading resources and a supportive network that empowers you to make a meaningful impact in client and product transformation.
