Premium Service Desk Analyst - Officer

About Citi:

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients’ best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services.

Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together.

About Our Team:

Citi Technology Infrastructure (CTI) provides the critical technical foundation for Citi’s operations and is responsible for delivering reliable IT solutions, scalable infrastructure services, and secure capabilities while creating a trusted customer experience and enabling Citi’s workforce to be the best for our clients. Making the bank simpler, greener, and better connected while powering it with trusted, well-secured data, and automating policy enforcement through code are all at the heart of our refreshed global strategy. Data Quality, Simplification, Environmental Stability, Automation, and Service Excellence are the key pillars and priorities on our strategic journey.

CTI Business Operations enables technology managers across the organization to effectively manage their resources and deliver their commitments in support of CTI's strategy, goals, and performance metrics. This is achieved through the provision of commercial aspects of CTI, analytics and reporting (including expense and productivity), workforce, real estate, supplier management, leadership and talent development, including entry level and pipeline programs, and employee engagement and communications.

The Employee Engagement, Product Marketing, and Change Adoption Team manages and strengthens CTI’s internal employee engagement, culture, onboarding, as well as talent and development initiatives. The team elevates knowledge and understanding of organizational changes and structures within CTI, ensures awareness of technology strategies across CTI and Citi, and drives user adoption through change management and impactful technology marketing.

In CTI, we are focused on delivering the best for our clients, and we know that to do this we need a talented team with diverse experiences, backgrounds and skills.

Job Overview

• This role will be based in San Antonio supporting Citi Markets Trading & Investment Banking Floors globally, working in a dedicated team of Service 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 18000 users with over 25000 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 people management skills and wants to progress into a more high profile role within the sales and trading environment.
• 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 Premium Client Service Centre’s 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.
• Liaise with business areas providing guidance and solutions; identify technology enhancements pro-actively with a view to improving day-to-day productivity.
• Be involved in the test and implementation phases for changes and enhancements of systems and applications used by the business units.
• 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 documentation as required.

Qualifications

• 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.
• Bachelor's degree or equivalent work experience

Technical Qualifications

• Minimum 5 years previous Helpdesk Experience
• If less than 5 years experience, relevant IT certifications would be required to make an exception (i.e. Network , Google IT Support Professional, CompTIA A , ITIL, Security )
• Beneficial experience with:
• MS Office 2016, O365
• Cloud Computing
• Windows 10
• Microsoft Active Directory
• Microsoft Exchange
• Common Network Protocols

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

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Effective November 1, 2021, Citi requires that all successful applicants must be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.