Position Summary:  The Executive Desktop Support Analyst is primarily responsible for providing technical on-site and remote support to the Owners, their families and their assistants, as well as executive and corporate users.  The ideal candidate is driven by technology evolution, a self-starter with exceptional problem solving skills, deliver exceptional customer service, and the ability to resolve complex problems and implement solutions with little or no guidance.  This position will report to the Manager of End User Services.

People or Process Management Responsibility:  Works on assignments that require judgment and interaction with internal contacts.

Position Responsibilities may include, but not limited to:

Promptly respond to Owner technology support issues on a 24x7x365 on-call rotation.

Working closely with the IT Service Center to provide second line technical support for owner and executive issues, ensuring assigned calls are responded to, diagnosed and resolved swiftly and effectively in line with operational level agreements and service level objectives. Ensure outstanding calls are regularly updated to reflect the current status.

Maintaining confidentially and privacy in all dealings with owners and executives.

To ensure that Operational Level and Service Level Objectives are adhered to at all times.

To maintain an up-to-date level of knowledge with regards to technology, in particular security policies and company standards.

Document actions, alterations and procedures to ensure an accurate and accessible record of the current state of the system.

Assist other members of the Executive Desktop team when appropriate to complete tasks in the necessary timescale.

Keep abreast of trends in technology and its application to understand current best practice, possible alternative solutions and to support problem solving.

Manage own time to fulfill tasks efficiently, in the correct priority and to the required level of quality, within the context of the objectives supplied by manager.

Communicate the progress of investigations and planned solutions to customers, managing their level of expectation and increasing their understanding of company desktop technology.

Liaise with colleagues, utilizing their expertise to solve more complex problems or pass on responsibility to the appropriate Executive Desktop team member. Continuously look for improvement within Support.

The support of mobile devices including iPhone, iPad, iPod, Android, and Windows & Apple laptops and desktops.

Audio visual system setup and support in residential and business environments.

Network configuration and problem solving in Windows, Apple, and Citrix environments (wired and wireless; residential and business).

Assist in the management of vendors such as Internet Service Providers, cable and satellite TV, networking, and audio/video.

Provide onsite support at executives’ home offices concerning network and desktop services.

Maintain asset management of Owners’ end-user devices (mobile, desktops and laptops).

Any other duties as assigned.