IT Junior Support Analyst

IT Junior Support Analyst

About Citco

Since 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. 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 supports your personal and professional development.

About the Role

The Junior Local IT Support Administrator provides IT infrastructure support for all employees in the local office and within the region. The role is responsible for resolving support requests and meeting customer satisfaction and continuous service delivery demands.

IT support staff work in a dynamic, fast-paced environment delivering services over the phone, via email, in person, and through self-service mechanisms. Customer Support is a global IT group providing business-facing operational support, from internal desktop management to strategic client integration on Citco’s core software platforms, aligned to customer demands in the given region.

Working as part of the Customer Support group, the role interacts with multiple functions within Customer Support IT and with other teams across the wider IT organisation. Day to day, the Junior Local IT administrator oversees local operations, evaluates service delivery, and ensures defined metrics/benchmarks are met. The Local IT team is one of the first points of contact for internal business customers and ensures customer expectations are met or exceeded, with standards and processes followed to provide effective customer service. The role also contributes to organisational structure and procedures to ensure a comprehensive and robust support model is established.

This role reports into the VP of End User Compute.

Job Duties

• Diagnose and resolve software and hardware incidents and requests, and coordinate/implement scheduled changes, including operating systems, telecoms, and enterprise software applications.
• Own issues by carrying out incident analysis, implementing temporary or permanent fixes to restore service as soon as possible, and escalating incidents to other support teams where necessary.
• Accurately record, update, and document incidents and requests in the Service Desk ticketing system.
• Maintain a first-class level of customer service, ensuring customers are treated efficiently and in a professional manner.
• Maintain excellent verbal communication skills and communicate effectively with technical and non-technical colleagues at all levels.
• Create, maintain, and publish relevant support documentation to help users quickly resolve incidents and service requests and become more self-sufficient.
• Verify IT Asset Management (ITAM) records are up to date.
• Provide support and management of physical access and general security of the premises where required.
• Complete daily/weekly/monthly IT health checks for the local office.
• Proactively notify Business and IT management of issues as soon as they are identified and provide regular updates on proposed solutions.
• Assist in BCP planning and testing by ensuring IT hardware and facilities are DR ready.
• Report periodically to Business and IT Management on IT issues, progress, initiatives, and upcoming hardware/software replacements or upgrades, and anything that may impact Business operations.
• Act as general on-site resource for all IT teams supporting the site.
• Provide cross-organisational support, including remote support for other locations.
• Work after hours as required and be available to participate in an on-call schedule.

About You

The successful candidate is an experienced and energetic contributor with the ability to build customer relationships while driving alignment and strategy in the Customer Support IT group. You will impact both day-to-day service delivery and Customer Support management, as well as long-term structural group alignment and strategy definition. You are a mature communicator who can effectively convey technical information to non-technical audiences.

Experience and Technical Skills

• 1 year of experience in a similar role.
• Demonstrated understanding of ITIL and Change Management.
• Excellent communication and interpersonal skills (written and verbal).
• Demonstrated analytical and problem management skills.
• Experience ensuring compliance with industry and local government standards.

Education

• Bachelor’s degree or technical qualification prevalent to the position.

Desired Skills and Expertise

• Demonstrated commitment to continuous improvement and training.
• Strong verbal and written communication skills.
• Excellent presentation skills and the ability to engage audiences.
• Ability to build relationships and work well across functions.
• Experience working in a collaborative team environment, accepting workload and responsibilities.
• Ability to manage multiple assignments simultaneously with strong organisational skills, prioritising and overseeing multiple initiatives in a fast-paced environment.
• Strong customer orientation and strategic thinking with an entrepreneurial spirit.
• Cross-functional expertise and the ability to thrive in a highly complex environment.

What We Offer

• A challenging and rewarding role in an award-winning global business.
• Opportunities for personal and professional career development.
• A great working environment, competitive salary and benefits, and opportunities for educational support.
• Be part of an industry-leading global team renowned for excellence.

Remuneration

A highly competitive salary package will be awarded to the successful candidate.