High-Performance Desktop Support Specialist

7 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Moody's Full time
About This Role

As a Senior Technical Support Analyst at Moody's, you will be responsible for delivering exceptional customer service to internal clients by identifying, prioritizing, and confirming resolution of reported problems within specified service level agreements.

Job Overview

We are seeking a highly skilled and experienced Senior Technical Support Analyst to join our team. In this role, you will be providing technical services to internal customers by identifying, prioritizing, and confirming resolution of reported problems within specified service level agreements.

You will work closely with cross-functional teams to ensure client objectives are met, and identify potential system and client relationship enhancements. You will also be responsible for recognizing problem areas, developing proactive solutions, and complying with IT operational performance metrics and Service Level Agreements.

Key Responsibilities
  • Resolve support issues raised by clients via support tickets, calls, and emails.
  • Perform complex investigations, troubleshooting, and problem-solving.
  • Follow up on issues and define the appropriate action plans, ensuring clients are regularly updated on the progress of resolution.
  • Deliver 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.
  • Coordinate support and requests with other support levels and vendors.
  • Configure, install, support, troubleshoot, and repair client workstations, printers, mobile devices, audio, video, and office equipment.
  • Recognize problem areas, develop proactive solutions, and comply with IT operational performance metrics and Service Level Agreements.
  • Assist other members of technical staff with installation and support issues when requested.
  • Provide timely follow-up to users and management on all support issues.
  • Solicit feedback from the business lines and individual users to improve service levels and customer satisfaction.
  • Report on root-cause analysis where there have been significant problems.
  • Produce updates and reports on all issues and activities to management.
  • Lead or participate in global IT projects.
Requirements

To be successful in this role, you will need:

  • At least 6-8 years' working experience in an end-user desktop support role or service management role, preferably in an investment bank environment.
  • Strong working experience of Windows 10 and 11, Microsoft 365 applications, VPN technologies, Autopilot, mobile devices, networking, and proprietary software.
  • Familiarity with remote desktop support.
  • Familiarity with 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, and other industry-recognized qualifications are desirable.
  • Experience and familiarity with Cloud technology is a plus.
  • Good command of spoken or written English.
What We Offer

We offer a competitive salary range of $80,000 - $120,000 per year, depending on experience, as well as a comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.

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