Citrix Service Desk Analyst

Job Type: Full-Time

Location: Hybrid - Greater Toronto Area or Montreal

Salary: Competitive Base + Profit Sharing

About Ferroque Systems Inc.
Ferroque Systems Inc. (FSI) is a Canadian leader in digital workspaces, application delivery controllers, virtualization, and cloud technology platforms. Specialized and certified in solutions from Citrix, Microsoft, and VMware, Ferroque Systems has positively impacted the bottom lines of dozens of organizations and nearly 3MM end-users globally. Ferroque Systems firmly believes that modern businesses thrive or tank based upon their ability to harness the right technology solutions. To meet the business and technical objectives of today’s enterprise customers, Ferroque Systems provides the following capabilities:


  • Technology Consulting and Solutions: Providing professional services throughout the entire IT lifecycle from assessment, design, deployment and integration, and support across a variety of business-enabling technologies including unsurpassed expertise in Citrix solutions.
  • IT Advisory Services: Guiding organizations toward transformational business objectives.  Subscription-based advisory services to support businesses develop their IT vision and roadmaps, assess teams and workflows, and provide SME presence in meetings.
  • Managed Services and Staff Augmentation: Peace of mind from industry experts. Tailored managed services for midrange and enterprise organizations for VMware, Microsoft, and Citrix (Virtualization and Networking) platforms.
  • Procurement: Procurement and renewals of Microsoft, Citrix, and VMware product licensing and Citrix hardware.


Position Summary
Ferroque Managed Services (MSP) supports, manages, reports, and monitors our customers’ Citrix production environment(s), leveraging our experience, technical knowledge, and ITIL expertise.  Our team is responsible for providing reactive, proactive, and preventative services, serving as trusted advisors who understand our customers’ environments and work as an extension of their IT Operations team.  In practice, MSP is primarily responsible for delivering the following operational services in our customers’ Citrix production environment(s):


  • Incident management – resolve incidents received from the customer (in alignment with SLA’s) and/or that were created to address alerts from the MSP monitoring system.
  • Change management – attend weekly customer change review board meetings, write/submit change tickets, perform changes during customer change windows (typically after-hours).
  • Problem management – analyze customer’s incident history to determine if any trends/patterns represent an underlying problem, and if so work with customer to initiate an effort to address.
  • Event management – investigate alerts received from the MSP monitoring system and determine proper actions to address these alerts.
  • Request fulfillment – fulfill Citrix-related service requests received from the customer.
  • Environment management – functions include managing/administering Citrix technologies and components within the production environment, updating Citrix environment documentation, applying approved firmware and patch updates to Citrix components, assessing the health of and making recommendations to optimize the Citrix platform, and providing Citrix thought leadership.
  • Reports – deliver weekly, monthly, and quarterly reports containing key ticketing system metrics and other information relevant to decision-making.


Within MSP, the Service Desk ANalyst works on the global Service Desk team and is responsible for performing the following tasks to support MSP clients:


  • Troubleshooting, resolving, and closing all medium and low-severity (P3/P4) incidents.
  • Triaging all critical and high-severity (P1/P2) incidents, including reclassifying and addressing any miscategorized incidents, or rerouting to the appropriate IT team.
  • Performing standard changes as defined by the client.
  • Fulfilling service requests that can be implemented via a standard change.
  • Triaging and addressing monitoring alerts, either directly or by escalating to the appropriate persons if an alert indicates a potential P1/P2 situation.
  • Maintaining accurate and timely ticketing system data (e.g. detailed ticket notes, accurate ticket status, following up on tickets to avoid excessive ticket aging, etc.).


The success of the Service Desk Analyst will be measured by this person’s ability to perform the abovementioned tasks efficiently, act in a professional manner that elicits high customer NPS, and be a good teammate.


Primary Duties / Responsibilities
·       Troubleshoot technical issues in a Citrix environment.

·       Possess good written and verbal communication skills.

·       Obtain basic ITIL certifications within first 4-6 months in this role.

·       Develop a good technical understanding of Citrix technologies and how to support and manage in a variety of settings.

·       Learn key technical concepts around desktop and server virtualization, cloud computing, and network/systems architectures.

·       Demonstrate effective problem-solving skills, whereby individuals do a level of research prior to seeking help from others.

·       Maintain a calm, poised, and professional demeanor while working in potentially stressful situations with customer IT staff and/or users.

·       Develop time management skills and the ability to multi-task across in support of multiple clients.

·       Demonstrate the ability to effectively leverage available persons and/or resources in pursuit of learning and problem-solving.

·       Provide regular and efficient updates on tasks and activities to direct manager.


Qualifications (knowledge, skills, abilities)
·       Must be willing to work daily on-site in a MSP office in Montreal or Toronto, Canada.

·       Must have demonstrated strong academic achievement and good communication skills.

·       Must be flexible and dependable, and act with accountability/ownership.

·       Demonstrated ability to learn quickly.

·       Problem-solving ability with technical challenges.

·       Act with a positive customer service attitude.

·       Ability to work effectively in a small- to medium-size team environment.

·       Aptitude to learn and apply ITIL concepts and achieve basic ITIL certifications.

·       Aptitude to learn technical skills such as:

o   Citrix technologies.

o   Hypervisor technologies (VMware, Nutanix, etc.)

o   Microsoft directory services understanding (LDAP, Active Directory, etc.).

o   Profile and policies related to end-users.

o   Windows Server OS configuration.

o   Basic Networking concepts (TCP/IP, Routing, Networking).

  • Languages: English fluency; French preferred.


Requirements (Education, Certification, Training, and Experience)
·       Bachelor of Science/Arts or equivalent 4 years of similar job experience.

o   Bachelor of Science from an accredited university in the areas of Computer Science, Engineering, Information Systems, Business or equivalent field of study a plus.

  • Citrix, Microsoft, ITIL, and related technical certifications a plus.


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