IT Helpdesk Analyst – Service Desk

About the role

The Service Desk Analyst provides excellent customer service and resolves IT inquiries for internal business users and external clients. Working within Citco’s global Service Desk, you will be the first point of contact, ensuring incidents and requests are handled efficiently.

Key responsibilities

• Receive, record, and classify all reported incidents and service requests in the IT ticketing system.
• Provide first‑line assessment and aim to resolve at least 85% of incidents on first contact.
• Route unresolved incidents to appropriate resolution groups and follow escalation procedures when needed.
• Monitor the status of open tickets, keep customers informed of progress, and confirm resolution before closure.
• Detect potential issue trends and collaborate with problem‑management and support teams.
• Communicate proactively with business users and clients about service updates.
• Maintain and update Knowledge Base documentation.
• Perform ad‑hoc tasks as required by the Service Desk Manager.

Required profile

• Strong customer‑service orientation with the ability to meet defined performance metrics.
• Ability to work collaboratively with regional service delivery, desktop, application, and infrastructure teams.
• Ownership mindset and willingness to take responsibility for incident resolution.
• Effective communication skills for keeping stakeholders informed.

Required skills

• Experience using an IT ticketing system.
• Familiarity with maintaining Knowledge Base articles.

What we offer

• Opportunity to work in a global financial services environment.
• Access to continuous learning and professional development programs.
• Supportive corporate social responsibility initiatives.