Service Desk Analyst

Job Description

Overview of Citi:Citi, the world leading global bank, has approximately 200 million customer accounts and a presence in more than 160 countries and jurisdictions worldwide. Citi provides consumers, corporations, governments and institutions with a broad range of financial productsand services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Citi enables clients to achieve their strategic financial objectives by providing them with cutting-edgeideas, best-in-class products and solutions, and unparalleled access to capital and liquidity. Role Overview:The Infrastructure Analyst 2 is an intermediate level role responsible for assisting with LAN / WAN and help desk administration activities, including network maintenance, technical guidance, and security in coordination with the Technology Infrastructure team.The overall objective is to use infrastructure technology knowledge and identified policies to process data, resolve issues and execute administrative tasks. Responsibilities:

• Diagnose and resolve problems through evaluative judgment, troubleshooting and analysis
• Ensure successful completion of data loads and batch processing
• Participate in testing activities, including the creation and execution of basic test scripts
• Execute project plan task
• Participate in control activities (risk, self-assessment, COB, audit, etc.) and make recommendations for enhancements
• Evaluate issues using existing procedures or similar/related experiences; recommend and implement solutions
• Exchange ideas and information in a concise and clear manner
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firms reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adheringto Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• Some experience in a Technology Infrastructure role
• Ability to communicate technical concepts to non-technical audience
• Ability to work with virtual and in-person teams, and work under pressure or to a deadline
• Effective written and verbal communication skills
• Effective analytic/diagnostic skills

Education:

• Bachelors/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required. What we OfferAs well as a competitive salary and consideration for a yearly discretionary bonus Citi offer;

• 23 days paid annual leave
• Award winning pension scheme,
• Life assurance and
• Private medical insurance with Bupa healthcare.

In addition, we offer a competitive maternity, paternity and adoption leave scheme. We pride ourselves on our ability to offer employees a number of lifestyle benefits including; on site restaurant and coffee shops, online shopping and concierge service andsubsidised clubs and societies. Our Select benefit package offers you the opportunity to customise your benefits according to your own lifestyle preferences and includes corporate discounts, memberships and a range of additional extras. Our vast range of diversity networks and on site multi faith room demonstrates Citis commitment to growing a diverse workforce. This role will be based in Belfast supporting Citi Markets Trading & Investment Banking Floors globally, and you will be working in a dedicated team of Service Desk support analysts. You should to be able to demonstrate a willingness to learn quickly and understandthe environment you are supporting. You will be supporting approximately 19000+ users with over 25000 desktops, plus laptop and Corporate Mobile devices. 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 infrastructureit uses. The Service Desk currently provides coverage 24x7 from Sunday to Friday and implements a follow the sun model between Belfast and San Antonio so shift work will be included. Key Responsibilities and Performance Respond to inbound calls to the 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. Directly assist clients with any end-user issue for general faults, request identification and resolution. Dealing with customer non-fault related requests e.g. Moves, Changes and Installations, data and application access, including setting up for new hires for technology requirements. Function as part of a complete service team providing the solution most effective to meet our customers 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. Liaise with business areas providing guidance and solutions; identify technology enhancements pro-actively with a view to improving day-to-day productivity. Contribute to documentation as required. Stakeholder Management and People Responsibilities Act as a liaison between various CTI groups providing direction and support on CTI goals and key initiatives Actively contribute towards self-development by creating and following development plans based on discussions with management Core Role Competencies Technical Knowledge: Has a recognizable area of technical competence. Familiar with different Operating systems including but not limited to XP/ Win7/Win10/Mac and also MS Office Professional (all flavours) Processes/Procedures: Ensures processes and procedures are in place for self and others to use. Seeks ways to improve existing processes, making adjustments or recommending reengineering improvements. Personal Agility / Continuous Improvement: Observes situational and group dynamics and selects the most appropriate approach to fit the needs of others. Takes on different assignments with different situations. Effective Communication: Is able to effectively communicate across a number of communication settings and regularly does so. Takes time to consider what the partner knows and ca