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. 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.
Us
At Citco, our IT family is shaping the way for the Companies different business lines to succeed. Helping them to further improve the service they offer to an extensive portfolio of clients across the financial services industry – globally. We are doing this through cutting costs – whilst investing in the latest technologies. Streamlining O&S functions – whilst investing in our family of peers and colleagues. We operate a flat structure where everybody is heard and contributions are encouraged and supported.
Core responsabilities
IT Support Administrator - The role of IT Support Administrator is to provide IT infrastructure support for all employees at CITCO office and within the region. The IT Support Administrator is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, in person (for walk-in customers) and self-service.
Organisational relations
This position reports to the Regional IT Service Manager and is a key position within the Operations & Support (O&S) group which is responsible for providing technical support to Citco business groups.
Responsibilities
- To diagnose and resolve software and hardware incidents, requests and changes, including operating systems, telecoms and enterprise software applications.
- To take ownership of issues by carrying out incident analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
- To accurately record, update and document incidents and requests in the Service Desk ticketing system.
- To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate and professional manner.
- Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
- To create, maintain and publish relevant support documentation in order to assist all users in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
- Maintain IT Asset Management (ITAM) records up to date.
- Provide support and management of physical access and general security of the premises whenever needed or required.
- To complete daily/weekly/monthly IT Health Checks for Local Office.
- Adhere to our SOP’s in performing responsibilities.
- Proactively notify Business and IT management of any issues as soon as they’re identified and provide regular updates on proposed solutions.
- Assist in BCP planning and testing by ensuring IT hardware and facilities are DR ready.
- Report to Business and IT Management on a periodic basis on IT issues, progress, initiatives, upcoming hardware/software replacements/upgrades and anything else which may impact Business operations.
- Act as general on-site resource for all IT O&S teams supporting the site.
- Cross organisational support – remote support for other locations.
- Work after hours as required and be on an on-call schedule.
About You
- Bachelor's degree or technical qualification prevalent to the position.
- 0-4 years of experience.