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Senior Client Support Analyst
2 months ago
About Citigroup Inc:
Citigroup Inc, a prominent global financial institution, serves approximately 200 million customer accounts across more than 160 countries and jurisdictions. The company offers a comprehensive range of financial products and services, including consumer banking, corporate and investment banking, securities brokerage, transaction services, and wealth management.
As a forward-thinking organization, Citigroup Inc is committed to creating economic value that is responsible and aligned with the best interests of its clients. Our Operations & Technology teams play a crucial role in delivering technology solutions that ensure the safety of the bank, manage global resources, and provide essential tools for our workforce. We strive to enhance client and partner experiences by delivering secure, reliable, and efficient services.
We are dedicated to fostering a diverse workforce that reflects the clients we serve. Our environment encourages innovation and values respect for all individuals, promoting merit-based advancement and personal development opportunities. Ideal candidates are those who embrace their authentic selves and contribute to our culture of excellence. If you are a problem solver with a passion for your work, we invite you to explore opportunities with us.
Position Overview
- This position involves providing support to senior executives and teams in the trading and investment banking sectors globally, as part of a dedicated help desk support team.
- The successful candidate will assist approximately 23,000+ users across a diverse range of devices, including desktops, laptops, and mobile devices.
- Strong organizational skills and confidence are essential to navigate this dynamic and challenging environment.
- A background in desktop support, particularly with Active Directory, is preferred.
- The service desk operates 24/7, utilizing a follow-the-sun model, which may require late shifts and occasional weekend coverage.
- While teamwork is essential, the individual must also be capable of working independently and managing their workload effectively.
- Responding to inbound calls with professionalism and efficiency is critical, with a focus on resolving desktop issues remotely.
- Collaboration with the service team is necessary to meet customer needs and enhance service delivery.
- Identifying and addressing recurring issues through communication and analysis is a key responsibility.
- Exceptional customer service skills are required to represent the technology team effectively to clients.
- Contributing to knowledge base documentation is also part of the role.
Qualifications
- Bachelor's degree or 2+ years of relevant help desk experience.
- Ability to thrive in a fast-paced environment, managing high call volumes.
- Proficiency in providing technical support to trading and investment banking operations.
- Understanding of current technological and business processes in the investment banking sector is essential.
- Maintaining response levels for phone systems and incident management queues is crucial.
- Escalation to internal and external teams may be necessary to ensure service delivery.
- Experience in first-line resolution and second-line incident management is required.
Technical Skills
- Proficient in MS Office Professional and MS Outlook/Exchange.
- Good understanding of TCP/IP, DHCP, and DNS networks.
- Familiarity with Android and Apple mobile devices.
- Experience with applications such as Blackberry Work and Airwatch.
- Knowledge of Windows 10 and Windows 11 operating systems.
- Experience with VMware Horizon Client and Windows Remote Assistant.
- Familiarity with Active Directory.
Education:
- Bachelor's degree or equivalent experience.
Job Family Group:
Technology
Job Family:
Infrastructure
Time Type:
Full time
Compensation:
Competitive salary and benefits package, including medical, dental, and vision coverage, retirement plans, and wellness programs.
Citigroup Inc is an equal opportunity employer, committed to diversity and inclusion in the workplace.
