Employee Technology Support Analyst

Morningstar; Toronto; Hybrid; CAD 60,000 - 89,000; Full time

Job summary

A financial services company in Toronto is seeking an IT Service Desk support analyst to manage support for about 1000 employees. The role requires experience in a large corporate environment, strong troubleshooting skills, and a proactive attitude. Responsibilities include customer service via multiple channels, managing ticket support, and providing hardware/software assistance. The position offers a base salary range of $60,023 to $88,054 and is part of a hybrid work environment, ensuring flexibility and collaboration with global colleagues.

Benefits

Flexible working hours

Incentive target percentage of 7.5%

Qualifications

• Service Desk experience in a large corporate environment.
• Customer service experience in a busy environment.
• Strong written and oral communication skills.

Responsibilities

• Providing excellent customer service to our employees.
• Ticket management support for our employees.
• Multi-factor authentication administration.

Skills

Service Desk experience

Customer service experience

Windows and Mac support

Active Directory & Azure Active Directory

Troubleshooting skills

Leadership and project management skills

Education

Certification related to IT support

Tools

Zoom

Office 365

Job description

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 and follows a schedule of 5 days onsite per week.

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)

Base Salary Compensation Range $60,023.00-88,054.33

Incentive Target Percentage 7.5% Annual

Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office 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.