Executive Support Analyst - Waltham

Description About the Position: National Grid’s US IS organization supports approximately15,000 users, of which 150-160 are classifiedfor support purposes as Executive level. The US IS Direct Support team, part of the US Customer Support organization,is responsible for providing the Executive user community with elevated levelsof personalized service for their devices and technologies, ensuring expeditedresolution of any issues that arise. Theteam is led by a manager and supported by a number of peer Executive SupportAnalysts. Within the DirectSupport team, the Executive SupportAnalyst acts as the single point of contact for National Grid Executives andtheir assistants, providing 24x7 personalized support for IT technologies andapplications used by the Executive team. This includes desktops, laptops, mobile, video and teleconferencingdevices as well as answering How-To’s or any general questions regarding ITtechnologies. This role also involves periodictravel in supporting Executive’s off-site meetings, conferences and/or in-homeconfigurations. If issues cannot beresolved by the Executive Support Analyst, they engage appropriate ecosystemsuppliers in order to quickly and efficiently resolve outstanding issues. The Executive Support Analyst is the Executive’s window into IT so it isparamount that they demonstrate professionalism and excellent interpersonalcommunication skills at all times. Theiractions directly affect the perception of IS at the Executive levels. Position Responsibilities (including but not limited to): TheExecutive Support Analyst will deliver End User Computing support to theExecutives within National Grid. In doing so the analyst will: Responsiblefor working one-to-one with Company executives and their representatives, quicklyand accurately resolving issues while instilling confidence and demonstrating ahigh degree of professionalism Providerecommendations to Executives on the best use of IT Services to meet theirneeds ConfigureExecutive’s personal devices, including laptops, desktops, mobiles, video andteleconferencing devices Takeownership of all hardware and software issues identified by the Executive andeffectively communicate status on a regular basis Travelwith Executives to off-site meetings and/or conferences, providing personalsupport throughout the event Coordinateinternal office moves for Executives Providewell-articulated, business-oriented responses to Executive queries regarding ITwithin their areas of expertise and solicit answers from others as necessary Provideoff-hours support within a team rotation Responsiblefor maintaining positive working relationships with all IT ecosystem suppliersupport personnel in order to foster a collaborative environment Troubleshoot,diagnose and apply logical solutions to resolve problems pertaining to personaldevices, network connectivity, printing and application usage for the Executiveteam Efficientlyutilize standard support tools and systems in order to quickly resolve issues Responsiblefor building a positive working team environment in which diverse staff feelcommitted to the business and the team are able to fully contribute Responsiblefor professionally dispatching work to suppliers for resolution whereappropriate and following up to ensure completeness of tasks. Responsiblefor ensuring incidents are electronically logged to ensure activities can beanalysed and reported by the IT organization. Qualifications Knowledge & Experience Required: 5 yearsof extensive experience in detailed technical support of Windows and Apple iOSoperating systems as well as working knowledge of Microsoft’s Active Directory 2+years of experience in configuring and troubleshooting remote connectivityconfigurations on Windows and Apple devices Workingknowledge of the integration of user attributes between Microsoft’s ActiveDirectory and Exchange email systems Educatedto degree level in a relevant discipline or an equivalent combination ofeducation, training and experience Capabilities Exceptionallyskilled at analyzing and resolving simple-to-complex user devices issues onWindows 7 and Apple iOS (iPad, iPhone, MAC Book) Abilityto determine specific Microsoft Active Directory entries that will resolvecomplex technical issues affecting user devices Demonstratedexperience in configuring and troubleshooting remote connectivity (VPN) configurationson Windows and Apple devices Experiencein configuring and resolving personal printing, video & teleconferencingservices Experiencein configuring and resolve home networking services Abilityto travel with Executives to provide technical support as required at keyCompany functions Abilityto work under situational pressure while maintaining a high degree ofprofessionalism Capableof establishing and maintaining collaborative relationships with externalsupplier personnel Possessthe highest level of integrity and confidentiality regardingcompany-confidential information Excellentinterpersonal and communication skills Exceptionalcustomer service skills Highlydeveloped problem solving skills National Grid is an equal opportunity employer that value s a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion t hat drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team. Job : IS Service Delivery Primary Location : MA-Waltham Other Locations : NY-Melville, NY-Brooklyn Organisation : IS Service Delivery Schedule : Full-time Job Posting : May 15, 2018, 12:40:53 PM Unposting Date : Jun 30, 2018, 3:59:00 AMAdvertisement
Apply for this job

Options

More Jobs Like This