Beschreibung
End User Computing & VIP Support Manager (until 31.12.2015)
On behalf of our client, a leading global business, we are looking for an End User Computing & VIP Support Manager. This contract position, until 31.12.2015 is based in Zurich, Switzerland. Our client is looking for an English and German-speaking candidate who can start immediately. Are you looking for an exciting new opportunity with an interesting global company then please have a look at the details:
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 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
- 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 ideal candidate will possess a minimum of:
- 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 VMWare vSphere
- ITIL Certification
- Experience with CISCO telephony
- Experience with ServiceNow or any similar enterprise Helpdesk application such as Remedy
Please don't hesitate to send your CV in English to Mr. Eric Schuster or if you should have any questions, please don't hesitate to call him.