Premium Service Desk Analyst

Job Overview

• This role will be based in Belfast supporting Managing Directors and Citi Markets Trading & Investment Banking Floors globally, working in a dedicated team of help desk support analysts. The individual needs to be able to demonstrate the willingness to learn quickly and understand the environment they support.
• The individual will be part of a team and be expected to support approximately 23,000+ users with over 27,000 desktops, plus laptop, Blackberry and BYOD devices.
• The role requires an effective organizer and confident individual who will demonstrate control over this highly challenging and dynamic environment.
• This role will suit someone who has a strong desktop support background, with some background in Active Directory.
• The Service Desk currently provides coverage 24x7 and implements a follow the sun model between Belfast and San Antonio. The shift pattern includes a regular late shift as part of the rotation and on occasion there may be a requirement for weekend coverage in support of our clients and other service desk projects.
• Although part of a team, you will be expected to work un-supervised on occasion and manage your workload effectively and ensure that the correct level of focus is applied to the incident management queues to ensure that departmental ticket response times are met or exceeded.
• Respond to inbound calls to the Premium Client Service Centre in a professional and efficient manner, dealing with and resolving as many desktop issues as possible over the phone and by remote console.
• Function as part of a complete service team providing the solution most effective to meet our customer’s needs, to deliver the services they require and to improve our products and services to them.
• Regularly identify repetitive faults through communication with other groups and statistics available from Problem Management Systems Investigate and implement permanent fixes.
• Exceptional Customer service skills are needed to act as the face of Technology to our client base; with the ability to communicate concisely with senior personnel.
• Contribute to knowledgebase documentation as required.
   

Qualifications

• Bachelor’s degree or 2+ years of relevant help desk work experience
• Ability to work in fast-paced environment handling 30+ calls per day.
• The individual needs to be able to provide a high level of technical support to the Citi Markets and Investment Banking businesses.
• Also required is a good understanding of the current technological and business processes employed in the trade floor / Investment Banking environment.
• In addition, they will be required to ensure the response levels for the Premium Client Service Centre’s phone systems and incident management queues are maintained.
• This may require escalation to other teams, both internal and external in order to deliver the expected level of service for the Business.
• A combination of 1st line resolution over the phone as well as efficient 2nd line incident management techniques is needed to evaluate and implement changes for the business including implementing other changes across the Desktop environment and infrastructure it uses.
   

Technical Qualifications

• MS Office Professional
• MS Outlook / Exchange
• Good Understanding of TCP/IP/DHCP/DNS Networks
• Android/Apple Mobile Devices
• Apps (Blackberry Work, Blackberry Access, Airwatch)
• Windows 10 and Windows 11 Desktop O/S
• VMware Horizon Client
• Windows Remote Assistant (WRA)
• Active Directory