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. 100_MstarResCanad Morningstar Research, Inc. (Canada) Legal Entity How to Apply for a Job at Morningstar Step 1 When you find a position you're interested in, click the 'Apply' button. Please fill out this form completely, attaching your resume and cover letter in the approved format. Read the job requirements carefully and make sure to attach writing or design samples as required. Applicants must submit their resume and other information through our corporate website to be considered for a job at Morningstar. No phone calls, please. Step 2 You will receive an email notification to confirm that we've received your application. Step 3 If you are called in for an interview, a representative from Morningstar will contact you to set up a date, time, and location. Be prepared for a rigorous interview process. To make sure you're a good fit for Morningstar and we're a good fit for you, we'll schedule time for you to meet with multiple staff members at all levels of the company. Expect to return for multiple interviews as part of the process. A representative from Morningstar will contact you with the results of your interview—either with a job offer or to let you know our plans for the position. Applicants With Disabilities Who Need Accommodation Morningstar is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call +1 312 384-3900 or email AskHR@morningstar.com and let us know the nature of your request and your contact information. Please note: We only accept calls from applicants who need accommodation related to a disability. Please, no calls with unrelated questions or requests. Please be sure to include the title and location of the open position you’re interested in when you leave a message. US Applicants: Morningstar is an E-Verify program participant. Learn more: This Organization Participates in E-Verify (English) - https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster.pdf This Organization Participates in E-Verify (Spanish) - https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf Right to Work (English) - https://www.uscis.gov/sites/default/files/USCIS/Verification/E-Verify/E-Verify_Native_Documents/OSC_Right_to_Work_Poster.pdf Right to Work (Spanish) - https://www.uscis.gov/sites/default/files/USCIS/Verification/E-Verify/E-Verify_Native_Documents/OSC_Right_to_Work_Poster_ES.pdf EEO is the Law: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf Pay Transparency Notice: https://www.dol.gov/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf Morningstar is strongly committed to creating and preserving equal opportunity for all employees and applicants. We make all employment decisions—including recruitment, hiring, compensation, training, promotion, transfer, discipline, termination, and other personnel matters—without regard to race, color, ancestry, religion, sex, national origin, age, disability, protected veteran status, marital status, sexual orientation, genetic information, citizenship, gender identity and expression, parental status, or other legally protected characteristics or conduct.
