Sr Technical Support Analyst

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways.

If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity.

The Role

Provide technical services to internal customers by identifying, prioritizing, and confirming resolution of reported problems within specified service level agreements. Ensuring that the company TSG values are demonstrated in all day-to-day activities in order to meet business needs.

Skills and Competencies

• The ability to resolve tasks of advanced complexity .
• Demonstrated group leadership and the willingness to take on leadership roles.
• Demonstrated willingness to go beyond the normal job requirements.
• Experience in computer and peripheral hardware replacement and repair.
• Ability to execute support and engagement from junior staff to senior management with a focus on delivery and service improvement.
• The ability to complete assigned work effectively and efficiently within the established SLA time period
• Good organizational skills and excellent demonstrated troubleshooting and crisis management abilities
• Known as a motivated team player with the ability to work with minimal supervision.
• In-depth knowledge of Microsoft Windows 10.
• In-depth knowledge of Microsoft Office 365 (Word, Excel, PowerPoint, OneDrive, and Outlook).
• Experience with windows installer and desktop management suites such as SCCM\Intune\Auto Pilot
• In-depth knowledge of Audio-Visual technologies
• Understanding of network protocols including DNS, Cisco Telephony, and equipment (routers/switches)
• In-depth knowledge with mobile technology including Android and iOS
• In-depth knowledge MAC OS and functionality in an Enterprise environment.
• In-depth knowledge of Enterprise level networking and troubleshooting.
• In-depth knowledge of Cloud Service products (i.e., AWS, Azure, Zoom & Teams)

Qualifications

• Associates degree in a related field or equivalent experience.
• Typically requires 4-6 years of experience in desktop support or a related field.
• Strong communication and customer service skills.
• Ability to work independently and as part of a team.

Responsibilities

• Level III support to resolve complex issues related to configuring, installing, supporting, troubleshooting, and repairing client workstations, printers, mobile devices, audio, video and office equipment.
• Facilitating problem solving and collaboration by working either with other internal Moody’s teams or external vendor to identify and resolve complex issues. Including coordination, communication and remediation.
• Helping to ensure group wide discussions and assisting with the decision-making process to bring issue to closure.
• 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 & O365
• 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.
• Recognizing problem areas, developing pro-active solutions, and complying with IT operational performance metrics and Service Level Agreements.
• Assisting TSA I/II level technical staff with installation and with unresolved support issues.
• 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. To include updating knowledge base articles or process documents.
• Takes lead and demonstrates interest and engagement with infrastructure/projects and proof of concept testing.

#LI-Hybrid

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.

Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

Location(s):

• Minster Building, 21 Mincing Lane, 2nd Floor, London, EC3R 7AG, GB

Line Of Business: Technology Services Group(TSG)

Entity: Moody's Shared Services(MSS)

Job Category:

• Engineering & Technology

Experience Level: Experienced Hire