Premier Support Analyst

at  Disney

JOB SUMMARY:

We are storytellers at Disney. We make the impossible happen. The Walt Disney Company is a leader in entertainment and technology worldwide. Walt had a passion for finding new ways to move audiences everywhere—a passion that still guides us in an enterprise that ranges from theme parks, resorts, and a cruise line to sports, news, movies, and many other businesses. Every endeavor is driven by a commitment to create and deliver memorable experiences— and we are always looking for new ways to improve these amazing experiences.
The Enterprise Technology mission is to deliver technology solutions that align to business strategies while enabling enterprise efficiency and promoting cross-company collaborative innovation. Our group drives competitive advantage by improving our consumer experiences, enabling business growth, and advancing operational excellence.
The Concierge IT Walk-Up Support team offers quick, courteous, professional and personalized face-to-face IT support at various Disney locations around the world. The team is well versed and supports Disney Enterprise Technology products and personal devices that belong to the Disney cast members and employees.
The Premier Support Analyst provides a distinctive technical support experience that resembles retail / hospitality / concierge services, through individual, advisory, and comprehensive interactions with Walt Disney Company Cast Members and partners.
Typical work involves face-to-face technical support for Cast Members and company guests visiting Bunsen & Beaker’s Lab locations in person. The visits may be ad-hoc or scheduled. Support requests will also come via multiple channels. Ad hoc projects may be assigned.

Responsibilities:

• Provides a friendly response and ownership of issues and requests presented by walkup customers
• Real-time Interactions will be face-to-face as well as via instant message platforms, phone, email, etc.
• Well-developed sense of urgency and comfort with multitasking
• Document and report on all work performed on behalf of customers in the form of tickets and reports
• Facilitate exact hardware and software inventory information
• Work with appropriate partners to expedite, escalate, and resolve issues impacting user productivity
• Adhere to company and business unit policies and standards
• Establish and maintain relationships with service providers, manufacturers, resellers and contractors
• Exercise discretion as appropriate
• Proactively monitor, assess and address business requirements
• Create support and informational documentation as the need arises
• Maintain fluency in OS (Operating Service) imaging, software installs and configuration, account management and all other relevant aspects of Disney and consumer technology
• Create status reports and metrics (written and verbal) with emphasis on high-profile issues

Basic Qualifications:

• Minimum of 2+ years experience in an IT support capacity and/or relevant experience.

Education:

• Bachelor’s degree and/or equivalent work experience

Disney is an equal opportunity employer - Female/Minority/Veteran/Disability/Sexual Orientation/Gender Identity. Our goal is to create an inclusive workplace for all. The hiring range for this position in New York is $60,598 - $81,290 per year. 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

• Provides a friendly response and ownership of issues and requests presented by walkup customers
• Real-time Interactions will be face-to-face as well as via instant message platforms, phone, email, etc.
• Well-developed sense of urgency and comfort with multitasking
• Document and report on all work performed on behalf of customers in the form of tickets and reports
• Facilitate exact hardware and software inventory information
• Work with appropriate partners to expedite, escalate, and resolve issues impacting user productivity
• Adhere to company and business unit policies and standards
• Establish and maintain relationships with service providers, manufacturers, resellers and contractors
• Exercise discretion as appropriate
• Proactively monitor, assess and address business requirements
• Create support and informational documentation as the need arises
• Maintain fluency in OS (Operating Service) imaging, software installs and configuration, account management and all other relevant aspects of Disney and consumer technology
• Create status reports and metrics (written and verbal) with emphasis on high-profile issue