Technical Support Analyst

Moody's is a global integrated risk assessment firm that empowers organizations to make better decisions.
- The Technical Support Analyst will provide technical services to internal customers by identifying, prioritizing, and confirming resolution of reported problems within specified service level agreements. Ensuring that the Moody's values are proven in all day to day activities in order to meet business needs. The TSA will be exposed to heavy customer interaction onsite and virtual. Frequently interacting with supervisors and/or functional peer group managers, involving matters between functions, other company divisions or units, or customers and the company.
- Facilitating problem solving and teamwork.
- Producing 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
- Providing technical support in a Windows 10 environment.
- Planning and participating in implementation, migration, and preliminary troubleshooting of the PC/LAN environment.
- Configuring, installing, supporting, troubleshooting and repairing client workstations, printers, mobile devices, audio, video and office equipment.
- Coordinating support and requests with other support levels and vendors.
- Recognizing problem areas, developing pro-active solutions and following IT operational performance metrics and Service Level Agreements.
- Assisting other members of technical staff with installation and support issues when requested.
- Providing 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.
- Soliciting feedback from the business lines and individual users in order to improve service levels and customer satisfaction.
- Reporting 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.

Qualifications:

- Minimum education and work experience required for this position include:

- Bachelor’s required.
- 5 years’ experience working in Desktop and\or Help Desk support
- Knowledge of ITIL®.

The key competencies for this position include:

- A good understanding of Moody’s business and overall IT operations.
- The ability or the potential to take on higher level responsibilities.
- Demonstrated group leadership and the willingness to take on leadership roles.
- Must be perceived as a great teammate and a positive contributor by their peers.
- Demonstrated willingness to go beyond the normal job requirements.
- Demonstrated interest and engagement in infrastructure projects and QA testing
- Ability to develop relationships with key partners and end users to facilitate feedback and partnering on deliverables
- Ability to execute support and engagement from junior staff to senior management with a focus on delivery and service improvement.
- The ability to finish tasks and projects in a timely manner
- The ability to complete assigned calls optimally and efficiently within the established SLA time period
- The ability to conduct themselves in a mature and professional manner towards clients and co-workers (accountability, use of good judgment, provide proper follow-up)
- Good social skills and excellent troubleshooting and crisis management abilities.
- Ability to communicate effectively with business users at all levels in the organization.
- Known as a motivated teammate with the ability to work with mínimal direction.
- Strong working knowledge of Microsoft Windows 10, Microsoft Office 365 (Word, Excel, PowerPoint, OneDrive, and Outlook).
- Knowledge of mobile technology including android and ios.

Moody's is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.

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