{"id":2446541,"url":"https://alion.io/job/citco-it-helpdesk-analyst","title":"IT.Helpdesk Analyst","company":{"id":1907202,"name":"Citco","domain":"citco.com","url":"https://alion.io/company/citco","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":77,"open_postings":90,"ghost_share":0,"stale_share":0.933,"repost_share":0.011,"time_to_fill_p50_days":30,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7500,"max_usd":20000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":814},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Ping Identity","optional":false},{"name":"Power Apps","optional":false},{"name":"Power Automate","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false},{"name":"VPN","optional":false},{"name":"ITIL","optional":true},{"name":"ITSM","optional":true}],"status":"live","first_seen_at":"2026-10-13T13:09:38Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-13T21:46:38Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Citco:\nArmed with superior services, smart people, and strong technology, we tackle our customers’ complicated challenges by developing sophisticated solutions driven directly by their demands. The result? Innovation that generates tangible value and makes a real difference for our clients and their companies.\nService Desk Analyst\nAbout Citco\nSince 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.\nOur 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.\nA 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.\nAbout the Role:\nThe Service Desk Analyst is responsible for providing excellent customer service and resolving customer inquiries in a timely manner. IT Service Delivery is a global IT group incorporating all business-facing operational support, from internal desktop management through to strategic client integration on Citco’s core software platforms. The service delivered is aligned to both strategic customer demands in a given region, and the operational considerations for that timezone in the follow-the-sun Shared Services Center model.\nThe Service Desk Analyst is a member of our global Service Desk team. The Service Desk is the first point of contact for internal business customers and external clients. You ensure customer expectations are met or exceeded. You are responsible for meeting defined performance metrics/benchmarks, adhering to the standards and processes to provide effective customer service and meet requirements. This role reports into the Service Desk Manager.\nThis role interacts with diverse functions, including Regional Service Delivery Team, Desktop and Application Support functions, along with infrastructure and business support teams, taking ownership as required and ensuring an appropriate response to customer inquiries. More generally this role has input on organizational structure and procedures to ensure a comprehensive and robust service desk model is established.\nJob Duties in Brief\nReceive and record all reported incidents and service requests from internal and external customers in the IT ticketing system.\n\nFirst line support providing an initial assessment of all incidents and requests\n\nResolution of at least 85% of all incidents on first contact\n\nRouting of incidents to the resolution groups when they are not resolved during initial support.\n\nEscalation of all incidents when necessary / as per procedure\n\nMonitoring the status and progress toward resolution of all open incidents and requests\n\nKeeping affected customers informed about progress\n\nResolution confirmation and closure of incidents and requests\n\nDetecting potential issue trends and liaising with problem management and support team/s where applicable\n\nProactive communications to the business and clients\n\nMaintaining Knowledge Base documents and/or system\n\nWorking on ad-hoc projects and automation as part of strategic goals assigned by your manager\n\nAbout You\n2 - 3 years of troubleshooting experience with hardware or software customer services, including user access provisioning\n\nUnderstanding of basic security principles and protocols\n\nSubstantial experience in IT Support and customer service to customers\n\nExcellent communication and interpersonal skills - team collaboration\n\nDemonstrated analytical and problem management skills\n\nGood broad technical understanding of hardware, software, applications, networks and communications technologies\n\nDemonstrate understanding of the role of the Service Desk\n\nResourcefulness is essential\n\nTime management - be able to set priorities when handling multiple cases and/or conflicting/competing priorities\n\nTechnical Skills\nStandard proficiency levels or background in network and application troubleshooting, key technologies, and applications e.g., RSA, VPN (GlobalProtect & Cisco AnyConnect), Virtual Desktop Infrastructure (VDI), Active Directory, IDM / Ping Identity, Microsoft Office products, SWIFT, etc.\n\nStandard knowledge or experience in ServiceNow use and administration management\n\nKnowledge in SQL query, HTML scripting, and Power Apps / Power Automate / Forms automation is a plus\n\nGenerative AI knowledge and/or experience is a plus\n\nEducation\nBS IT or BSc/MSc Computer Science or relevant area.\n\nDemonstrated commitment to service delivery, customer support, automation and training.\n\nDesired skills and expertise\nITIL Foundation Certificate.\n\nExperience in ITSM Products.\n\nKnowledge of the creation and maintenance of KB solutions.\n\nAbility to build relationships and work well across functions.\n\nExperience in a collaborative team environment.\n\nWhat We Offer:\nHighly competitive salary package plus benefits.\n\nA challenging and rewarding role in an award-winning global business.\n\nOpportunities for personal and professional career development.\n\nGreat working environment, and opportunities for educational / professional development support.\n\nBe part of an industry leading global team, renowned for excellence.\n\nRemuneration:\nA highly competitive salary package will be awarded to the successful candidate.\nConfidentiality Assured.","description_format":"text","description_chars":5552,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Custody & Fund Administration"],"lifecycle":[{"event":"open","at":"2026-10-13T13:42:58Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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