Exec Support Analyst

National Grid Careers
01 Dec 2016
05 Dec 2016
Contract Type
Full Time
Description: Job Purpose National Grid's UK organisation employs approximately 9,000 users, of which 250 users are Executive level. The UK Customer Support organisation is accountable to ensure that all user issues are tracked and resolved in a timely manner. The UK IS Direct Support team, part of the UK Customer Support organisation, is responsible for providing the end user community with enhanced levels of service for their personal devices and technologies, ensuring that the user's incidents are resolved in a timely and efficient manner. The team is led by an Executive Support Lead and supported by a number of Executive Support Analysts. Within the Direct Support team, the Executive Support Analyst acts as the single point of contact for National Grid Executives and their assistants, providing 24x7 support on the personal IT technology and applications they use in their roles. This includes desktop, laptop and mobile devices as well as answering How-To's or any general questions regarding IT technologies. This role will involve travel to support off-site meetings, conferences and/or in-home configurations as well as all National Grid sites in the UK. If issues cannot be resolved by the Executive Support team, the Analyst will engage appropriate ecosystem suppliers in order to quickly and efficiently resolve outstanding issues. Knowledge and Qualifications Required Experience in detailed technical support of Windows and Apple iOS operating systems as well as working knowledge of Active Directory. • Demonstrate experience in configuring and troubleshooting remote connectivity configurations on Windows and Apple devices. • Excellent interpersonal and communication skills • Educated to degree level in a relevant discipline or an equivalent combination of education, training and experience. • Excellent customer service skills. • Experience in using Microsoft Active Directory, making technical configuration changes on backend systems without disruption. • Experience with Apple iOS platform on iphones and ipad • Problem solving skills. • Ability to travel within Executives to provide technical support as required Experience Required The Executive Support analyst will deliver End User Computing support to the Executives within National Grid. In doing so the analyst will: • Provide Executives with an excellent level of customer service, keeping them informed of progress of issue resolution and setting customer expectations correctly • Provide recommendations to Executives on the best use of IT Services to meet their needs. • Configure personal devices, including laptops, desktops, mobile devices and personal video conferencing, to meet Executive requirements • Efficiently utilise standard support tools and systems in order to quickly resolve issues • Install authorised software on Executive personal devices • Troubleshoot, diagnose and apply logical solutions to resolve problems pertaining to personal devices, network connectivity, printing and application usage for the Executive • Take ownership of all hardware and software issues identified by the Executive • Escalate IT issues to the appropriate IT Manager where necessary • Coordinate internal Executive moves • Provide business-oriented responses to all Executive questions about IT in general • Provide off-hours support within a team rotation as needed SUPPLIER MANAGEMENT • Responsible for maintaining positive working relationships with key supplier support personnel in order to foster a collaborative environment. • Responsible for building a positive working team environment in which diverse staff feel committed to the business and the team are able to fully contribute. STAKEHOLDER ENGAGEMENT • Responsible for ensuring the incident manager is aware of operational status and areas of concern. ROLE DIMENSIONS Dimension Scope Reports None N/A Service Context Scope covers services delivered to approximately 250 Executive (A & B Band) end users across National Grid UK, engaging with multiple suppliers for more complex problem solving. It includes responsibility for ensuring minimal impact to National Grid's Executive team when technical issues arise, allowing the Executives to remain focused on National Grid's core mission, public safety and critical business activities. It also periodically includes travel with an Executive in order to provide immediate problem resolution during key meetings and critical events. Direct Budget None N/A Business Relationships Able to clearly, concisely and professionally communicate and empathize with Executives and their administrative support teams in real time, face-to-face and with phone interactions. Contact is on an ad hoc basis with Executives and their administrative teams on a 24x7x365 basis. Direct External Relationships Builds and maintains a network of contacts within the supplier's support eco-system, knows who to engage and able to collaborate in order to get problems resolved. Direct Internal (Global IS) Relationships Maintains relationships with leaders and contributors across the IS function. Direct LOCATION National Grid's main locations in the UK are London (The Strand), Warwick, Wokingham, Solihull and Hinckley with a number of other small remote sites. With Analysts already in place in London and Warwick this role will be based in Wokingham but will be required to cover all other sites as required. Job Category: Information Technology Contract: Full-time

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