Executive Support Analyst

Executive Support Analyst

At Disney, we're storytellers. We make the impossible, possible. The Walt Disney Company (TWDC) is a world-class entertainment and technological leader. Walt's passion was to continuously envision new ways to move audiences around the world—a passion that remains our touchstone in an enterprise that stretches from theme parks, resorts and a cruise line to sports, news, movies and a variety of other businesses. Uniting each endeavor is a commitment to creating and delivering unforgettable experiences—and we're constantly looking for new ways to enhance these exciting experiences. The Enterprise Technology mission is simple, "We Connect, Empower and Protect the Disney magic." The End-User and Technical Operations organization within Enterprise Technology is responsible for monitoring and managing the end-to-end delivery and support of enterprise technology services across The Walt Disney Company and its business segments. This organization is responsible for ensuring adherence to defined service levels and completion of approved work. Conduct service improvement initiatives through proactive monitoring and improvement actions identified through analytics and by our Customers. Leverage partnerships with the Business, customer base and the Suppliers to successfully deliver services to meet agreed upon expectations. Coordinate and lead the resolution of service delivery issues/problems between in-scope and out-of-scope groups. The Premier Services Executive support team is responsible for full end-to-end delivery and coordination of all executive support services to executive and critical business clients within The Walt Disney Company (TWDC). The team is comprised of cross-functional and technical support analysts that provide white glove support and services. The role of Executive Support Analyst will deliver on all aspects of service for defined set of executive customers including but not limited to fulfillment of service requests, resolving service incidents, and is the liaison for all IT activities.

Responsibilities of Role:

+ Delivery of end to end IT services for executive and critical business clients. This will include all service request fulfillment, issue resolution, key communications, and status reporting. Responsibilities Includes:

• Deliver day-to-day IT services and solutions. Includes consultation with executives, technical analysis and solution development.
• Ability to prioritize and manage deliverables in high profile, time sensitive / high pressure situations while maintaining professionalism.
• Monitors end to end delivery of services, and proactively communicates issues to clients, and providing alternate solutions as required.
• Coordinate and communicate support problems across multiple vendors and suppliers for impacting issues.
• Ensures escalation of service issues are handled appropriately
• Maintains a detailed understanding of the Client Services portfolio of services and establishes strong relationships with all areas of IT service delivery.
• Implements and manages continuous improvement activities to better enable solutions for clients.
• Assist Enterprise Technology product managers, engineers in strategy and planning exercises as it pertains to the executive and broad client community.
• Adhere to company policies, procedures and standards. Create system and support documentation as required in knowledge base.
• Must have functional knowledge of Video Conferencing and A/V technologies as it exists in an enterprise
• Provide home IT support and solutions for defined clients.
• Provide after-hours support for IT projects, special events, Priority1 incidents and executive client requests as needed.
• Must maintain the ability to work autonomously while maintaining the ability to provide visibility to critical "items."
• Must maintain the ability to analyze complex business/technical data and develop innovative solutions.

Basic Qualifications:

• Minimum experience of 3+ years in related field
• Experience working in an IT customer service role, delivering a personalized experience.
• Validated ability to handle customer calls displaying professional communication skills.
• Ability to lift, carry and transport computer equipment
• Ability to work in a production type environment requires flexible work schedule
• Experience supporting a variety of technologies and services, such as Windows OS, Mac OS, iOS, Android, Active Directory, Cisco VOIP, JAMF Casper, Video Conferencing, remote connectivity, Citrix, virtualization, VPN, TCP/IP, wireless and mobile networking, Mobile Device Management, Microsoft Office Suite, Microsoft Exchange, A/V equipment, Helpdesk ticketing systems, hard drive encryption products, enterprise backup products, SAP, SCCM, Microsoft deployment tools, network printing, and consumer/home/soho network equipment

Preferred Qualifications:

• Functional knowledge of Video Conferencing and A/V technologies in an enterprise environment.
• Experience using and supporting iOS, Apple/Mac devices, Windows, Active Directory, Exchange/Outlook, SharePoint, enterprise collaboration tools.

Required Education:

Bachelor's degree and/or equivalent work experience