IT Service Desk Analyst
Citco · Toronto
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 IT Service Desk Analyst is part of Citco's global IT Service Delivery function, supporting internal business users and, where applicable, external clients. The analyst handles incidents and service requests, communicates progress to users, and works with regional and global technology teams to resolve issues in accordance with established procedures and service levels.
This common role covers Service Desk, Business Systems Support (BSS) and User Access Management (UAM). Analysts have a primary assignment based on business needs and may gain experience in other service areas over time. The role operates within Citco's follow-the-sun support model and reports to the Service Desk Manager.
Service Delivery Areas
Service Desk — Provides the initial point of contact for incidents and service requests, front-line troubleshooting of devices, software, networks and remote access, first-contact resolution where possible, and escalation to specialist teams.
Business Systems Support (BSS) — Provides application-specific support and request fulfilment for internal users and external clients, including approved application provisioning, user or data amendments, application-related investigations and operational checks. Works with application owners and other support teams as required.
User Access Management (UAM) — Supports employee onboarding and offboarding from an identity and access perspective, including account creation, access administration and related requests in coordination with business approvers and relevant control teams.