Executive Support Analyst

3 weeks ago

London, United Kingdom Pontoon Full time

Executive Support Analyst
The global Executive Support team work locally in both the US and UK. The team is responsible for providing the Executive/VIP community with enhanced levels of service for their workplace technology, ensuring that their IT requirements and issues are resolvedin a timely and efficient manner above and beyond standard service level agreements.
Key Accountabilities:
The Executive Support Analyst will deliver information technology support to the Executives and in doing so will:

- Represent IT to our colleague customers with the utmost level of discretion and professionalism to provide a best-in-class support experience.
- Assist senior staff with development of standard operating procedures, knowledge articles and Terms of Reference which describe support services and how to leverage them - specific to executive support experience.
- Be where you are needed - Mon-Fri with ability to travel regionally or globally or occasional on-call/overtime.
- Maintain a close relationship with peer regional staff to deliver a seamless support experience for globally travelling executives.
- Endorse and exhibit a high degree of professional collaboration and dialog between executives, their support staff, and IT which results in confidence, assurance and reputation of IT services by our executive customers.
- Troubleshoot, analyse, and determine immediate solution resolution for common issues within their scope of authority and systems entitlements. Escalate or warm-handoff issues they can't resolve (e.g. facilities, advanced/systemic issues) to appropriate channels.
- Provide 'voice of the customer' feedback from their own observations and through collaboration of the team to technology product managers through formal and informal channels for product design as well as continual service improvement.
- Maintain follow-up of our customers by keeping them informed of progress of issue resolution and setting expectations correctly, escalate as needed.
- Provide recommendations to Executives on the best use of IT Services, based on published standards and best practices, to meet their needs.
- Using approved methods, configure technology devices, connectivity and peripherals; install software; and diagnose/resolve technical issues, including laptops, desktops, mobile devices and personal video conferencing, to meet Executive requirements.
- Facilitate a positive working relationship and access for external suppliers and specialized technician partners.

Knowledge, Experience and Technical Know How:

- Ability to professionally, discreetly, clearly and concisely communicate in verbal and written methods with both technical staff and senior executives.
- Has a passion for learning and teaching new technologies in a way that is understood by our customers.
- A passion for customer service and seeing customers satisfied with our services and support.
- Ability to translate complex technical solutions and concepts to simpler business/layman's terms with customers.
- Exhibit empathy and urgency in dealing with customer issues.
- Knowledge of workplace technologies including PCs and mobile devices, printing, collaboration tools such as Windows 10, MS Office, Teams, video conferencing; RSA Token/VPN/Multi-factor Authentication support; WAN/LAN/Wi-Fi, MFA, Windows, Azure Cloud, M365,MTR, AV, Print and Apple devices; software installation;
- Strong problem solving skills with the ability to research internal and external knowledge bases as needed.
- Educated to degree level in a relevant discipline or an equivalent combination of education, training and experience.

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