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Technical Support Analyst

  • Job
    Full-time
    Senior Level
  • Software Engineering
    IT & Cybersecurity
  • Toronto

AI generated summary

  • You must have a Bachelor's degree, 5 years of IT support experience, knowledge of ITIL, strong Windows 10 and Office 365 skills, and excellent communication, troubleshooting, and organizational abilities.
  • You will provide technical support, facilitate collaboration, report issues, assist management, troubleshoot systems, configure devices, and enhance user satisfaction through proactive solutions.

Requirements

  • Bachelors required.
  • 5 years’ experience working on Server, Desktop and/or Help Desk support MCSE is highly desirable Knowledge of ITIL®.
  • 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 team player and a positive contributor by his 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 stakeholders 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 complete all tasks and projects in a timely manner.
  • The ability to complete assigned calls effectively and efficiently within the established SLA time period.
  • Demonstrated responsibility and ownership of his/her business units.
  • 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 organizational skills and excellent demonstrated troubleshooting and crisis management abilities.
  • Strong communication skills and the ability to interact with business users at all levels in the organization.
  • Known as a motivated team player with the ability to work with minimal supervision.
  • Strong working knowledge of Microsoft Windows 10.
  • Strong working knowledge of Microsoft Office 365 (Word, Excel, PowerPoint, OneDrive, and Outlook).
  • Comfortable with imaging software such as SCCM/PXE, familiarity with windows installer and desktop management suites such as SCCM.
  • Working knowledge of Audio-Visual technologies.
  • Understanding of network protocols including DNS, Cisco Telephony, and equipment (routers/switches).
  • Knowledge with mobile technology including Android and iOS.

Responsibilities

  • Facilitating problem solving and collaboration.
  • Helping to ensure group wide discussions and assisting with the decision-making process to bring issues to closure.
  • 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.
  • Providing business support / technical assistance to Moody's associates both local and remote in the use of Microsoft Office, Microsoft Outlook, VPN software and various proprietary applications.
  • 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 complying with 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 properly coordinated, monitored, 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.

FAQs

What qualifications are required for the Technical Support Analyst position?

A Bachelor's degree is required, along with 5 years of experience in Server, Desktop, or Help Desk support. An MCSE certification is highly desirable, as well as knowledge of ITIL®.

What type of environment will I be providing technical support in?

You will be providing technical support primarily in a Windows 10 environment.

Is prior experience with Microsoft Office necessary for this role?

Yes, a strong working knowledge of Microsoft Office 365 (including Word, Excel, PowerPoint, OneDrive, and Outlook) is required.

Will I need to work with remote users?

Yes, you will be providing business support and technical assistance to Moody's associates both locally and remotely.

What are the key responsibilities associated with this role?

Key responsibilities include facilitating problem solving, serving as a liaison between IT and upper management, producing updates and reports, providing technical support, and coordinating with other support levels and vendors.

Are there opportunities for career progression within the Technology Services Group?

Yes, Moody's Technology Services Group continuously seeks talented individuals, offering exciting career opportunities in areas such as program management, business analysis, quality assurance, and more.

Is there a focus on customer service in this role?

Yes, the role involves heavy customer interaction, and you will need to solicit feedback to improve service levels and customer satisfaction.

What technologies will I need to be familiar with for this position?

You should have a strong working knowledge of Microsoft Windows 10 and Office 365, imaging software (such as SCCM/PXE), audio-visual technologies, network protocols, and mobile technology including Android and iOS.

Is Moody's an equal opportunity employer?

Yes, Moody's is an equal opportunity employer and encourages applications from individuals of diverse backgrounds.

Are accommodations available during the recruitment process?

Yes, reasonable accommodations are available upon request to meet the particular needs of individual candidates during any stage of the recruitment process.

We provide financial intelligence and analytical tools to help business leaders make better, faster decisions.

Finance
Industry
10,001+
Employees
2007
Founded Year

Mission & Purpose

Moody’s is a global integrated risk assessment firm that empowers organisations to make better decisions. Our data, analytical solutions and insights help decision-makers identify opportunities and manage the risks of doing business with others. We believe that greater transparency, more informed decisions, and fair access to information open the door to shared progress. With over 14,000 employees in more than 40 countries, Moody’s combines international presence with local expertise and over a century of experience in financial markets.