IT Service Desk Analyst

About Citco

Since the 1940s Citco has provided specialist financial services to alternative investment funds, investors, multinationals and private clients worldwide. With over 14,000 employees in 54 office locations globally, 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 IT Service Desk Analyst is part of Citco’s global IT Service Delivery function, supporting internal business users and, where applicable, external clients. The analyst handles incidents and service requests, communicates progress to users, and works with regional and global technology teams to resolve issues in accordance with established procedures and service levels.

This common role covers Service Desk, Business Systems Support (BSS) and User Access Management (UAM). Analysts have a primary assignment based on business needs and may gain experience in other service areas over time. The role operates within Citco’s follow-the-sun support model and reports to the Service Desk Manager.

Service Delivery Areas

• Service Desk — Provides the initial point of contact for incidents and service requests, front-line troubleshooting of devices, software, networks and remote access, first-contact resolution where possible, and escalation to specialist teams.

• Business Systems Support (BSS) — Provides application-specific support and request fulfilment for internal users and external clients, including approved application provisioning, user or data amendments, application-related investigations and operational checks. Works with application owners and other support teams as required.

• User Access Management (UAM) — Supports employee onboarding and offboarding from an identity and access perspective, including account creation, access administration and related requests in coordination with business approvers and relevant control teams.

Your Role

• You will receive, assess, prioritize and record incidents and service requests in the IT ticketing system.

• Provide technical, application or access-related support in line with the analyst’s assigned service area.

• Troubleshoot hardware, software, network, remote-access, application and user-access issues; resolve where possible or coordinate with the appropriate support team.

• Take ownership of assigned incidents and requests through resolution, including escalation, progress updates, customer communication and closure.

• Follow documented procedures, service levels, security requirements, approval controls and exception processes.

• Identify recurring issues and work with problem management and support teams on lasting improvements.

• Maintain accurate knowledge base articles, support procedures and service documentation.

• Collaborate with regional Service Delivery, global Service Desk, Desktop, Application, Infrastructure, Security and business support teams.

• Support operational initiatives, including workflow improvements, onboarding processes, knowledge management and self-service.

• Assist in documenting existing and proposed workflows, including business rules, approvals, exceptions and testing results.

• Help build, test or maintain approved automated workflows, digital forms, reports and scripts using enterprise-supported tools.

• Escalate security, access, approval or implementation concerns before proceeding.

About You

• You have excellent communication and interpersonal skills, with a strong commitment to customer service.

• Ability to take ownership of assigned responsibilities, work independently and collaborate effectively across teams and locations.

• Demonstrated analytical and problem management skills, with the ability to assess existing workflows, identify process inefficiencies and recommend practical improvements.

• Strong time-management skills, with the ability to prioritize competing requests, exercise sound escalation judgement and keep users informed.

• Sound technical understanding of enterprise hardware, software, applications, networks and communications technologies.

• Understanding of information-security principles, access controls, IT support standards and the role of the Service Desk.

• Resourcefulness, adaptability and attention to detail, with a commitment to continuous learning and service improvement.

Technical Skills

• Working knowledge of enterprise user-support technologies such as RSA, VPN (GlobalProtect and Cisco AnyConnect), virtual desktop infrastructure (VDI), Active Directory, IDM/Ping Identity, Microsoft Office and related business applications, including SWIFT where relevant.

• Working knowledge of IT service management tools (e.g. ServiceNow) for incident and request management, ticket workflows, knowledge documentation and routing.

• Experience in application support, user access provisioning, identity administration or customer-facing IT support is advantageous, depending on the assigned service area.

• Exposure to Power Automate, Power Apps, Microsoft Forms or comparable digital forms tools, along with practical scripting using PowerShell or Python, is preferred but not required.

• Knowledge of SQL, HTML, reporting, workflow analysis or responsible use of approved generative AI tools is also an advantage.

Education

• A degree or diploma in Information Technology, Computer Science or a related discipline is advantageous. Equivalent practical experience and relevant certifications may also be considered.

• Demonstrated commitment to service delivery, customer support, automation and professional development.

Desired skills and expertise

• ITIL Foundation certification or practical experience with IT service management tools.

• Experience creating and maintaining knowledge base solutions and support documentation.

• Ability to build effective working relationships across multiple functions and locations.

• Interest in learning how Service Desk, BSS and UAM work together.

Salary Range: CAD $63,000 to CAD $85,000

• This posting is for an existing vacancy.

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 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.