Citi Technology Infrastructure - Europe, Middle East & Africa (CTI EMEA) is responsible for providing technical support and delivery to internal Citigroup businesses on a regional basis, and consists of approximately
2,000 employees. Citi Technology Infrastructure (CTI) is a global corporate services group responsible for all infrastructure required within Citi.
The First touch team is part of the EMEA Customer Service Centre organization, reporting operationally into the
CTI Customer Service Centre head and will make up part of the EMEA First Touch model. The First Touch model will support all EMEA users for the top 8 products, including Desktop, Messaging, Voice, Blackberry,
Video, Collaboration, Security and Remote Access and will liaise with 2nd touch as well as other technical groups when necessary.
Currently we are looking for
Place of work: Warsaw
Key Responsibilities:
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Acknowledging receipt of incidents, queries and requests via internal systems
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Conducting first-level incident diagnosis and determining the most effective and standard method of restoring service using predefined cases
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Creating a permanent control records – via updates to the trouble ticket – used as the basis for escalation, tracking, dispatching and follow-up actions
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Participating in testing new tools; developing operational requirements and documenting testing
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Problem solving
Knowledge/Experience:
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General knowledge of IT infrastructure
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IT support experience as an advantage of the following applications/technologies: o Windows Operating Systems o WS Office suite (2000 and above) o MS Outlook o Telecommunication / voice product knowledge o LAN/WAN technology o Internet, Electronic Mail o Remote Access and Blackberry o Trade Floor or Call/Contact centre
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Very good verbal and written English language skills
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Other EMEA language as an advantage o Hungarian o Italian o Spanish o Turkish o Arabic o Greek o French o Dutch o Turkish o Romanian o Czech o Portuguese
Development Value:
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Opportunity to be involved in the launch of a new support model for EMEA
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Exposure to various resolver teams throughout the EMEA region
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Opportunity to increase knowledge across 8 products by participating in modular training
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Opportunity to rotate between technical operations and customer interaction groups
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Exposure to an international environment
Please send English application on the following e-mail address: katarzyna.zytniewska@citi.com
Remember to write the reference number (FT/0709/KZ) as a subject of your e-mail.