Executive Support Analyst - Workplaces Services

  • Competitive
  • New York, NY, USA New York NY US
  • Permanent, Full time
  • S&P Global
  • 23 Jun 18 2018-06-23

Executive Support Analyst - Workplaces Services

JobDescription :
Provide technical expertise and end-user support in the area of Desktop, Mobile and Collaborative platforms for executives and other critical functions. Developing and maintaining strong customer relationships that drive activities and exceed customer expectations.

Roles and responsibilities

  • Required to provide on-call coverage during off-hours; will also be expected to travel to other offices and locations in order to provide onsite support when required. Manage, coordinate and support on-site home visits for a team of Technology Concierges.
  • Install, configure and troubleshoot complex hardware and/or software solutions supporting critical business functions.
  • This role must be able to represent IT in an appropriate professional manner with communicating complex technical issues in business language.
  • Provide "White Glove" Concierge Service of the highest level to Senior Executives, designated personal contacts/family, Executive Support Staff, and Board of Directors.
  • Given the level and exacting nature of the user base, must be able to manage challenges, relationships, and interaction with a high-level of diplomacy, discretion, and competence.
  • Utilize strong technology troubleshooting abilities on both recurring routine glitches and/or unique system problems to identify what is driving issues and how to resolve them.
  • Advanced knowledge and familiarity with installing, maintaining and troubleshooting desktop resources including, but not limited to operating system software, MS Office suite, commercial off the shelf software, desktops, laptops, mobile devices, tablets, multi-function printers, internet technologies, remote access solutions and all commonly used desktop peripherals.
  • Manage and troubleshoot desktop and mobile devices. Configure mobile devices to ensure the highest degree of stability, functionality and user experience.
  • Resolving any issues related to our infrastructure, both internally hosted and cloud-based. This includes things like: e-mail, printers, wired and wireless networks, video conferencing, and VPN
  • Maintain an understanding of the various technology resources available and be able to speak to the benefits and drawbacks for each.
  • Investigate and perform advanced screening of emerging technologies. Manage deployment/implementation of new or noteworthy technology to executive population for early use/adoption.
  • Demonstrate ownership and manage incident resolution from end-to-end, collaborating with technology peers and marshalling company resources as needed to provide resolutions in a highly responsive manner. Must be able to escalate and provide visibility, as appropriate, to senior IT management.

Skills and qualifications
  • Strong communication skills with a proven ability to understand key concepts and communicate effectively with technical staff, business stakeholders and senior management.
  • Proven ability to build credibility and strong customer relationships as a trusted IT advisor who understands the unique needs of Senior Executives and VIPs and can balance with organizational strategy.
  • Able to discretely manage highly confidential/sensitive company and personal information
  • Must have hands-on experience supporting senior executive level clientele, with a strong desire to deliver best in class service.
  • Able to work calmly under pressure and/or challenging conditions
  • Strong relationship building abilities
  • Strong problem solving skills
  • E-Mail Systems: Office 365, Common Public Systems (Optimum Online, Gmail, Yahoo, etc.)
  • Support experience in a complex environment
  • Understanding of PC/Network Operating Systems: Windows, Mac OS, Microsoft Server, and Cloud based solutions
  • Microsoft Office 2010 - 2016, Office 365 Web Portal, Skype for Business, Box, Outlook Mobile Client,
  • Wireless Operating Systems: iOS, Android
  • Extensive knowledge of and hands-on experience with end user issues pertaining to desktops, laptops, Mobile Devices, Video Conferencing, wireless access, networks, internet, and systems implementation.
  • Extensive knowledge of networks and IT related equipment.

Required experience:
Bachelor's degree in Computer Science, Information Technology or related discipline or equivalent work experience
5-7 years of Information Technology experience.