IT Helpdesk Support Analyst
1 zi în urmă

About the Role

Morningstar Europe Ltd is seeking a Technology Support Analyst to work within the European Technology Support team. You and the team will be responsible for carrying out all aspects of desktop support to approximately 1500 users in our offices across EMEA.

Candidates should be 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 a 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.

We would prefer applications from people who are qualified at least to an IT related degree level. The role would ideally suit someone with minimum of 2 years 2nd line desktop support experience in a global environment of at least 500 employees.

Job Responsibilities

  • Incident management diagnose, resolve and close incidents. Desktop support may be provided in person or remotely.
  • Work to identify opportunities to improve or enhance support activities.
  • Provide first class customer service to Morningstar’s employees.
  • Resolve and own technical problems until resolution.
  • Escalate to management / senior engineers as required.
  • Support of desktop environments (Windows, AWS and macOS), mobile devices and core applications.
  • Imaging and installation of workstations.
  • Maintain asset management database.
  • Support of audio visual services and systems in our meeting rooms, including video conferencing, audio conferencing, web conferencing, projectors, Crestron controllers and Zoom Rooms technology.
  • Collaborate with more experienced technicians to solve complex computer and network connectivity problems.
  • Develop process and support documentation.
  • Provide training, guidance and technical assistance where necessary to other technical support staff.
  • Provide on-call support as part of a Rota.
  • Qualifications

    Preference will be given to candidates with experience of the following :

  • Excellent customer service skills.
  • Experience of supporting and using Windows 10 Enterprise, MacOS, Active Directory, Microsoft Office 365 and Symantec Endpoint Protection.
  • Experience with Virtual Machine / Thin Clients environment, in particular Amazon Web Services.
  • Have a flexible attitude to meet tight deadlines.
  • Administrative experience with Office 365 admin centre, for Exchange, Sharepoint, OneDrive and Teams.
  • FTP account administration and troubleshooting
  • ITIL Foundation v3 Certificate in IT Service Management
  • iOS and Android Handset Support (Cisco Meraki experience as MDM solution)
  • Unified Communications (Cisco Unity) setting up / troubleshooting desk phones, Cisco Jabber and Voicemail.
  • RSA SecurID software tokens or equivalent
  • Microsoft System Centre Configuration Manager (SCCM)
  • Experience working / communicating with Vendors / 3rd party application providers (AV, Mobile, Printer support)
  • About Us

    Sustainalytics is a Morningstar company dedicated to responsible investment with over 25 years' experience in ESG research and ratings.

    With an extensive client base across asset managers, asset owners and investment banks, our mission is to provide the insights required for investors and companies to make more informed decisions that lead to a more just and sustainable global economy.

    As Morningstar’s ESG center of excellence we are responsible for driving both the commercial success and innovation of its ESG products as well as its overall ESG strategy.

    In these times, we rely on virtual team meetings and management practices, as well as a remote buddy program, to support a smooth integration in our virtual offices.

    New team members are onboarded and start their first day with the company from the safety of their homes.

    For more information, visit

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