IT.Helpdesk Analyst

The Citco Group Limited; Manila; On-site; PHP 400,000 - 520,000; Full time

Job summary

Citco is seeking a Service Desk Analyst to join our global team. You will provide excellent customer service and handle internal and external inquiries, with a focus on rapid incident resolution.

As part of the follow-the-sun Shared Services Center, you will work with regional teams, maintain knowledge bases, and contribute to automation projects while meeting performance metrics. A 2–3 year background in IT support and strong communication skills are essential for success.

Qualifications

• 2–3 years of troubleshooting experience with hardware or software customer services.
• Understanding of basic security principles and protocols.
• Experience in IT Support and customer service.
• Excellent communication and interpersonal skills.
• Good broad technical understanding of hardware, software, networks and communications technologies.
• ITIL Foundation knowledge is preferred.
• BS IT or CS degree.

Responsibilities

• Receive and record all reported incidents and service requests from internal and external customers.
• First line support with initial assessment of incidents and requests.
• Resolve at least 85% of incidents on first contact.
• Route incidents to resolution groups when not resolved during initial support.
• Escalation of incidents as per procedure.
• Monitor the status and progress toward resolution of all open incidents and requests.
• Keeping affected customers informed about progress.
• Resolution confirmation and closure of incidents and requests.
• Detect potential issue trends and liaise with problem management and support teams.
• Proactive communications to the business and clients.
• Maintaining Knowledge Base documents and/or system.
• Working on ad-hoc projects and automation as part of strategic goals.

Skills

Troubleshooting

Customer service

Security basics

IT support

Communication

Analytical skills

Hardware & software

Time management

Education

BS IT

BSc/MSc Computer Science

Tools

ServiceNow

SQL

HTML scripting

Power Apps / Power Automate

Active Directory

VPN

VDI

RSA

IDM / Ping Identity

Job description

About Citco:

Armed with superior services, smart people, and strong technology, we tackle our customers’ complicated challenges by developing sophisticated solutions driven directly by their demands. The result? Innovation that generates tangible value and makes a real difference for our clients and their companies.

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 Service Desk Analyst is responsible for providing excellent customer service and resolving customer inquiries in a timely manner. IT Service Delivery 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 is aligned to both strategic customer demands in a given region, and the operational considerations for that timezone in the follow-the-sun Shared Services Center model.

The Service Desk Analyst is a member of our global Service Desk team. The Service Desk is the first point of contact for internal business customers and external clients. You ensure customer expectations are met or exceeded. You are responsible for meeting defined performance metrics/benchmarks, adhering to the standards and processes to provide effective customer service and meet requirements. This role reports into the Service Desk Manager.

This role interacts with diverse functions, including Regional Service Delivery Team, Desktop and Application Support functions, along with infrastructure and business support teams, taking ownership as required and ensuring an appropriate response to customer inquiries. More generally this role has input on organizational structure and procedures to ensure a comprehensive and robust service desk model is established.

Job Duties in Brief

• Receive and record all reported incidents and service requests from internal and external customers in the IT ticketing system.
• First line support providing an initial assessment of all incidents and requests
• Resolution of at least 85% of all incidents on first contact
• Routing of incidents to the resolution groups when they are not resolved during initial support.
• Escalation of all incidents when necessary / as per procedure
• Monitoring the status and progress toward resolution of all open incidents and requests
• Keeping affected customers informed about progress
• Resolution confirmation and closure of incidents and requests
• Detecting potential issue trends and liaising with problem management and support team/s where applicable
• Proactive communications to the business and clients
• Maintaining Knowledge Base documents and/or system
• Working on ad-hoc projects and automation as part of strategic goals assigned by your manager

About You

• 2 – 3 years of troubleshooting experience with hardware or software customer services, including user access provisioning
• Understanding of basic security principles and protocols
• Substantial experience in IT Support and customer service to customers
• Excellent communication and interpersonal skills – team collaboration
• Demonstrated analytical and problem management skills
• Good broad technical understanding of hardware, software, applications, networks and communications technologies
• Demonstrate understanding of the role of the Service Desk
• Resourcefulness is essential
• Time management – be able to set priorities when handling multiple cases and/or conflicting/competing priorities

Technical Skills

• Standard proficiency levels or background in network and application troubleshooting, key technologies, and applications e.g., RSA, VPN (GlobalProtect & Cisco AnyConnect), Virtual Desktop Infrastructure (VDI), Active Directory, IDM / Ping Identity, Microsoft Office products, SWIFT, etc.
• Standard knowledge or experience in ServiceNow use and administration management
• Knowledge in SQL query, HTML scripting, and Power Apps / Power Automate / Forms automation is a plus
• Generative AI knowledge and/or experience is a plus

Education

• BS IT or BSc/MSc Computer Science or relevant area.
• Demonstrated commitment to service delivery, customer support, automation and training.

Desired skills and expertise

• ITIL Foundation Certificate.
• Experience in ITSM Products.
• Knowledge of the creation and maintenance of KB solutions.
• Ability to build relationships and work well across functions.
• Experience in a collaborative team environment.

What We Offer:

• Highly competitive salary package plus benefits.
• A challenging and rewarding role in an award-winning global business.
• Opportunities for personal and professional career development.
• Great working environment, and opportunities for educational / professional development 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.

Confidentiality Assured.