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. 

Skills and Competencies

• 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

• Bachelor's preferred. 
• 5 years’ experience working on Server, Desktop, and\or Help Desk support
  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.
• The position requires 40 hours of work per week, from Monday to Friday. Onsite support hours are from 08:00 to 17:00. Occasionally, a late shift may be necessary, and flexibility to work additional hours outside of the standard work schedule to support events or critical issues, including weekends, which is required to meet business needs. There may also be occasional travel requirements. 
• Perform all other duties and responsibilities as required by the immediate manager/supervisor. 

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.

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.