Executive Support Analyst

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.

The Executive Support Analyst is responsible for the overall technological needs of Executives with roles essential to the day-to-day operations of the Walt Disney Company. The Executive Support Analyst provides priority response and resolution for all reported technology issues.

RESPONSIBILITIES

• 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.

REQUIREMENTS

• Well-developed sense of urgency
• A bachelor’s degree in a related field with 3 years of experience or 7 years of relevant work experience
• 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.
• Attention to detail
• 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.

HYBRID WORK SCHEDULE GUIDELINES

• Employees are required to be on-site at the company location for a minimum of 4 days.

• Furthermore, employees can choose to work 1 day from home as long as they are able to come on-site if necessary.

• Understand that the company can change the work schedule at any time.

• Employees must be ready to provide support during evenings and weekends.

The hiring range for this position in CA is $93,400.00-$125,200.00 per year based on a hour work week. The amount of hours scheduled per week may vary based on business needs. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.