Beschreibung
For a Contract in Zurich, we are looking for an End User Computing & VIP Support Manager
BRIEF DESCRIPTION:
The End User Computing & VIP Support Manager will be responsible for: ensuring that business partners designated as VIP's are receiving the technology support needed in order to maximize their productivity through the Global Infrastructure Support and Services organization and the Infrastructure supplier, regardless of whether working on-site or remotely. The support provided will be a differentiated set of support that caters to the unique requirements of this audience. This position will work closely with all Infrastructure organizations responsible for providing the underlying capabilities deployed and ensure that the highest levels of support are being provided to End User's of these services. The delivery of this service offering will be carried out by a select number of VIP End User Computing personnel that continually demonstrate a superior service orientation, ability to effectively interface with business executives, broad yet deep understanding of the technologies used and proven troubleshooting skills. The support provided will include conducting periodic assessments of current technology solutions used to ensure VIP's are functioning properly, have had the appropriate maintenance applied and training on how to best leverage the technologies provided. Through the strong partnerships that are expected to be formed perform needs analysis to identify evolving business requirements of the VIP audience that can be fulfilled by technology and work with the broader Global Infrastructure Support and Services leadership team and the Outsourcing supplier to develop and deliver the level of support and capabilities needed.
RESPONSIBILITIES:
Ensure that the End User Computing support and services being provided to VIP business partners identified by VIP's, regardless of how the support is being sourced, are meeting established service level commitments and End User Satisfaction Maintain wide insights into the VIP End User experience and assume over all accountability for driving issues through resolution Review all performance data available for this audience and where deficiencies are identified ensure the appropriate corrective actions are being pursued in a timely manner Regularly communicate with VIP End Users improvements and changes that are taking place including ways in which the technology that is available can be fully utilized to drive greater levels of productivity Build productive relationships with executives and assistants that will benefit from this service Resolve technology issues encountered by executives in a timely manner and ensure systemic issues identified are escalated and remediated to prevent future occurrences Influence the broader technology community to drive required improvements in the support and services being offered VIP's Serve as a first point of contact and escalation with executives to raise concerns and take end to end ownership of resolving the issues reported and fulfilling requests received Proactively pursue through insights gained by working with these executives improvements to existing processes and technology offerings as well as the introduction of new technologies that will maximize their productivity Provide one on one training related to the features and functionality of the broad set of technologies that this audience uses on a regular basis Aggressively manage requests raised through to completion and track response and resolution times Assist in the development of service level agreements and ongoing management of service level compliance Drive a service oriented culture across the Supplier and retained Infrastructure organizations DESIRED EXPERIENCE & QUALIFICATIONS:
The successful candidate will possess:
7+ years of experience in end user computing related support roles Proven experience supporting VIP's at the Executive and Board level Excellent communication skills associated with interacting with executives Proven track record in operating in a concierge type technology support organization Ability to effectively and efficiently influence a broader set of technology groups to address support and technology issues that report to others Experience supporting all major Microsoft platforms including Windows 7, Lynx, Microsoft Office, SharePoint, Exchange as well as other industry standard desktop applications and remote access solutions Ability to operate at a break fix level to diagnose and address common issues that this audience will experience Excellent organizational, time management and crisis management skills Service oriented mindset TECHNICAL SKILLS:
MS Server 2003 and 2008 R2 MS Windows 7 MS Office 2007 and 2010 Suite Good knowledge of Apple products and in particular iPad and iPhone Strong working knowledge of TCP/IP, DNS, DHCP, FTP and HTTP Solid understanding of network environments (Wired and Wireless) Experience in administrative support of Active Directory, Citrix XenApp, Blackberry Enterprise Server, PGP, Symantec Anti-Virus and Vre vSphere ITIL Certification Experience with CISCO telephony Experience with ServiceNow or any similar enterprise Helpdesk application such as Remedy Are you interested in this position? We are looking forward to receiving your application. Many thanks.
