Associate Executive Support Analyst

About Us:

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 supervising and handling 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 alignment 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 efficiently deliver services to meet agreed upon expectations. Coordinate and be responsible for 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. The team is comprised of multi-functional and technical support analysts that provide white glove support and services.

What You Will Do:

The role of Associate Executive Support Analyst will deliver on all aspects of service for a defined set of executive customers including, but not limited to, all service request fulfillment, issue resolution, key communications, status reporting, and is the liaison for all IT activities.

Responsibilities Include:

• Deliver day-to-day IT services and solutions. Includes consultation with executives, troubleshooting issues, technical analysis, and solution development.

• 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 customer concern of service issues are handled appropriately.

• Maintains a detailed understanding of the Client Services portfolio of services and establishes positive relationships with all areas of IT service delivery.

• Implements and handles 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.

• Build system and support documentation as the need arises in knowledge base.

• Provide home IT support and solutions for defined clients.

• Provide after-hours support for IT projects, special events, high priority incidents and executive client requests as needed.

Required Qualifications:

• Experience working in an IT customer service role, delivering a personalized experience.

• Validated ability to handle customer calls displaying professional communication skills.

• Must maintain the ability to work autonomously while maintaining and providing transparency to critical items.

• Ability to analyze sophisticated business/technical data and develop innovative solutions.

• Experience prioritizing and running deliverables in high-profile, time-sensitive / fast paced situations while maintaining integrity.

• Ability to relate technical information to clients in a manner consistent with their technical expertise.

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 in Information Technology, Computer Science, or comparable field of study, and/or equivalent work experience.