Support Citco users through technical troubleshooting, incident management, and access administration within a global follow-the-sun model.

The IT Service Desk Analyst supports internal business users and, where applicable, external clients. Depending on business needs, the primary assignment covers Service Desk, Business Systems Support, or User Access Management. The analyst manages tickets, resolves issues, communicates progress, and collaborates with regional and global technology teams.

Key Responsibilities:

- Receive, assess, prioritize, and record incidents and requests
- Troubleshoot hardware, software, network, and remote-access issues
- Provide application or access support within assigned service areas
- Coordinate escalations, updates, customer communication, and closure
- Maintain knowledge articles, procedures,



and service documentation

Requirements:

- Excellent communication, interpersonal, and customer-service skills
- Technical understanding of enterprise hardware, software, applications, and networks
- Knowledge of information security, access controls, and IT support standards
- Working knowledge of ServiceNow or comparable IT service-management tools
- Information Technology degree, diploma, equivalent experience, or certifications advantageous

Apply technical support, service management, and customer communication skills across Citco’s global technology service areas.

📌 IT Service Desk Support Analyst (Toronto)
🏢 The Citco Group
📍 Toronto