The role is within the Executive Support team which is part of the End User Technologies Support division within The company. Executive Support provides a 'front-to-back' support service to a customer base of the Top 200 most senior & influential directors and executives, including the CEO, Chairman and Executive Committee, resolving all the Executives IT needs, in a fast and efficient manner, whilst always maintaining calm and in control.
Key Responsibilities:
1. Comprehensive support of all executive related IT issues and problems.
2. Escalate problems where necessary to third parties both internal and external.
3. Respond to phone, email, and face-to-face incidents reported to the team.
4. Capture all workload activity via the ServiceNow toolsets.
5. Plan and implement approved desk moves and changes.
6. Maintain adherence to IT security practices, directives, and recommendations as defined by the business and industry standards.
7. Answer the executive helpline between 8:00 to 18:30 (dependent on shift) and be available to take part in an out-of-hours shift rota for evenings and weekends, prioritising workload & using initiative in a fast-paced environment.
8. Cross team liaison both internally & externally with vendors/suppliers nationally and internationally to ensure exec incidents & requests are handled with priority and that the customer is constantly updated as to progress.
9. Work with different teams to facilitate project work streams in the executive environment.
10. Compile technical road maps for future innovation & business integration.
11. Research and trial new technologies, products & services, arranging and documenting technology trials for executives.
12. Support executive events and hybrid meetings.
13. Channel customer feedback to wider service & operations teams utilising unique insight gained as a trusted technical advisor.
Knowledge/Experience required:
1. Experience supporting in an executive environment.
2. Windows 10 & Office 365 including MS Teams.
3. MacOS.
4. Outlook / Office 365 support.
5. Lenovo & HP hardware support.
6. Apple products (MacBook, iPads, iPhones).
7. ITIL understanding and experience of practice.
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