Employee Technology Support Analyst

About the Role

You will be responsible for carrying out all aspects of IT Service Desk support to approximately 1000 employees in our Toronto office, as well as supporting our other global offices as required. Candidates should be punctual, trustworthy, and able to work independently, managing their time and priorities. Additionally, they must be strong team players who are able to work closely with other support team members. As an Employee Technology support analyst, you should possess strong interpersonal and communication skills as well as excellent proven troubleshooting skills. You should also possess a highly proactive “can-do” attitude and be able to manage multiple demands and tight deadlines.

This position reports to the Employee Technology Support Manager. This role is based in our Toronto office.

Requirements (at Least One Year)

• Service Desk experience in a large corporate environment
• Customer service experience, including telephone, email, ticketing, and face to face support in a busy environment
• Windows and Mac support, virtual desktops, printers, iOS devices
• Support of Windows 10 Enterprise, Active Directory & Azure Active Directory, Office 365, Okta Verify
• Leadership and project management skills a plus
• Maintain and improve our knowledge bases, both internal and customer-facing, modulating communication based upon the skill level of your audience

This position will include support of our Credit Ratings business with access to secure files and systems. Employees will be required to meet regulatory and internal requirements including completion of mandatory training and annual disclosure of any covered accounts and Reportable securities, certifications, relationships, outside business interests and certain financial information to carry out this role.

Duties

• Providing excellent customer service to our employees; by phone, email or at our Service Bar
• Ticket management support for our employees within required SLAs
• Multi-factor authentication administration
• Support of audio-visual services and system in our meeting rooms (Zoom)
• Hardware and software support (PC, Virtual and MAC)
• Working with the team leader to provide continual service improvement of our service desk processes and knowledge base
• Ability to quickly acquire an understanding of a technical issue and identify practical resolution options,
• Assess competing priorities, own issues to resolution
• Previous experience with problem solving in a troubleshooting environment
• Maintain asset management database

Qualifications

• Certificates are an advantage
• Strong written and oral communication skills
• Understanding of ITIL framework (optional)

Morningstar’s hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We’ve found that we’re at our best when we’re purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you’ll have tools and resources to engage meaningfully with your global colleagues.