Infrastructure Analyst - End User Computing Support

About the role

Citi is looking for an experienced IT Support Specialist to provide comprehensive end-user computing support and operational administration across its enterprise technology environment. The role covers diagnosing and resolving hardware, software and connectivity issues for desktop and laptop environments, while ensuring batch processing and scheduled operations run smoothly. It involves collaboration with regional and global teams, project deliveries and adherence to governance, testing and risk control standards.

Key responsibilities

• Diagnose and resolve technical issues through analytical thinking and troubleshooting.
• Provide hands-on support for laptops and desktops, covering hardware, software, operating systems, peripherals, network connectivity and standard applications.
• Ensure data loads, batch processing and scheduled operations complete successfully.
• Take part in testing, including creating, running and documenting test scripts and results.
• Contribute to project plans and the delivery of technology initiatives.
• Take part in controls and governance, such as risk assessments, audits, business continuity exercises, self-assessments and compliance reviews, and recommend process improvements.
• Communicate technical concepts clearly to technical and non-technical stakeholders.
• Work outside regular hours, including evenings and weekends, when needed.
• Assess risk and ensure compliance with laws, regulations and policies, escalating control issues transparently.

Required profile

• Bachelor's degree in Information Technology, Computer Science, Engineering or a related discipline.
• Proven experience in a Technology Infrastructure, End User Computing or IT Support role.
• Strong hands-on experience supporting and troubleshooting laptops, desktops, operating systems, peripherals and standard software.
• Ability to explain technical concepts to non-technical people and to work under pressure with tight deadlines.
• Excellent command of English, reading, writing and speaking.