Sr Technical Support Analyst

Skills and Competencies

- 7+ years’ experience working on Server, Desktop and\or Help Desk support

· Problem Solving: Facilitating problem solving and collaboration with stakeholders

· Customer Service: Providing business support / technical assistance to Moody's associates both local and remote in the use of Microsoft Products, MacOS, VPN software and various proprietary applications.

· Troubleshooting: Configuring, installing, supporting, troubleshooting and repairing client workstations, printers, mobile devices, audio, video and office equipment.

· Reporting: 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.

· Relationship Management: Ability to develop relationships with key stakeholders and end users to facilitate feedback and partnering on deliverables

· Reduce Recurring 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.

Education/Certifications 

- Bachelor’s preferred.

- MCSE is highly desirable

- Knowledge of ITIL®.

Responsibilities

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

About the team

The Technical Support Analyst (TSA) team located globally throughout Moody’s offices, with 100 team members, provide end-user support both in person and remote. The team collaborates daily both within their offices and across regions, sharing information on trending issues, and enforcing global policies at a local level. Key to the team’s success is always striving to provide an outstanding customer experience, and provide feedback to leadership on ways to improve our service.