Sr Technical Support Analyst

Location(s):
• Moody's Analytics Hong Kong Ltd, The Center, 99 Queen's Road, Central, Hong Kong, Suite 5608-5610, 56th Floor, 10278, HK

Line Of Business: Technology Services Group(TSG)

Job Category:
• Corporate Services

Experience Level: Experienced Hire

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
• At least 6 to 8 years’ working experience in an end-user desktop support role or service management role, investment bank exposure would be an advantage
• Strong working experience of the following areas: Windows 10 and 11, Microsoft 365 applications, VPN technologies, Autopilot, mobile devices, networking, and a range of specialized proprietary software.
• Familiar with remote desktop support
• Familiar with a variety of IT Service Desk concepts, practices, procedures and policies
• Experience in working with globally distributed users and support teams
• Technical Troubleshooting experience is a must
• Certification in ITIL v3 foundation is a must. Other industry recognized qualification is desirable
• Experience and familiar with Cloud technology is a plus
• Good command of spoken or written English

The Key competencies for this position include:
• Strong communication skills and the ability to interact with business users at all levels in the organization
• Good organizational skills and excellent demonstrated troubleshooting and crisis management abilities
• The ability or the potential to take on higher level responsibilities
• Demonstrated willingness to go beyond the normal job requirements
• The ability to complete all tasks and projects in a timely manner 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)
• Able to work under pressure, good self-learning ability and ability to prioritize planned and unplanned tasks
• Proactive and customer oriented. Personally committed to meet service quality standards
• Good interpersonal skills
• High sense of urgency
• Able to define priorities and be self-organized
• A good, a motivated team player who can work with minimal supervision

Education
• University degree preferably in Computer Science, Information Technology or relevant discipline

Responsibilities
• Resolve support issues raised by clients via support tickets, calls and emails.
• Perform complex investigations, troubleshooting and problem-solving.
• Follow-up issues and define the appropriate action plans, ensuring clients are regularly updated on the progress of resolution.
• Delivering exceptional customer service using excellent communication and interpersonal skills.
• Communicate client input to internal product development.
• Work with cross-functional teams to ensure client objectives are met.
• Identify potential system and client relationship enhancements.
• Coordinating support and requests with other support levels and vendors.
• Configuring, installing, supporting, troubleshooting and repairing client workstations, printers, mobile device, audio, video and office equipment.
• 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.
• Producing updates and reports on all issues and activities to management.
• Lead or participate in global IT projects.

About the team

As a Senior Technical Support Analyst, you will be providing 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. In your role, you will: