Desktop Support Manager

hace 2 semanas


San Francisco, Heredia, Costa Rica Moody'S A tiempo completo
About the Team

The Technology Services Group - Workplace Services team is responsible for providing technical services to internal customers.

Key Responsibilities:

  • Identify, prioritize, and resolve reported problems within specified service level agreements.
  • Ensure that Moody's values are embedded in all day-to-day activities to meet business needs.
  • Frequently interact with supervisors and/or functional peer group managers on matters between functions, company divisions or units, or customers and the company.
  • Facilitate problem-solving and teamwork.
  • Produce updates and reports on all issues and activities to management.
  • Serve as a liaison between IT and upper management in implementing procedural changes, software/hardware standards, and standard operating procedures.
  • Produce well-written technical and business documentation, such as project plans and communications.
  • Provide technical support in a Windows 10 environment.
  • Plan and participate in implementation, migration, and preliminary troubleshooting of the PC/LAN environment.
  • Configure, install, support, troubleshoot, and repair client workstations, printers, mobile devices, audio, video, and office equipment.
  • Coordinate support and requests with other support levels and vendors.
  • Recognize problem areas, develop proactive solutions, and follow IT operational performance metrics and Service Level Agreements.
  • Assist other members of technical staff with installation and support issues when requested.
  • Provide timely follow-up to users and management on all support issues by ensuring that all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are accurately coordinated, supervised, tracked, and resolved.
  • Solicit feedback from the business lines and individual users to improve service levels and customer satisfaction.
  • Report on root-cause analysis where there have been significant problems – explaining what happened, why, and what preventative measures have been put in place to avoid a repeat.


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