Enhanced Executive Support Analyst

Quiénes somos

En Kyndryl diseñamos, construimos, administramos y modernizamos los sistemas tecnológicos esenciales de los que el mundo depende cada día. ¿Por qué trabajar en Kyndryl? Estamos siempre avanzando, siempre nos esforzamos por llegar más lejos en nuestro empeño por construir un mundo más equitativo e inclusivo para nuestros empleados, nuestros clientes y nuestras comunidades.

Función

Please Note: _The position combines working in an office environment at customer locations throughout Victoria, British Columbia and working from home. Preference will be given to Applicants who reside in Victoria BC._

Closing Date: October 30, 2024

Annual salary: $70,000 to $85,000

Bi-weekly work schedule: 75 hours

Location: Victoria BC

Job Type: Full Time

Service Delivery Unit: Enhanced Executive Support

Employment Type: Non Union
- Please complete the following mandatory pre-screening questionnaire _
- Applications will be reviewed and considered upon receipt prior to the closing date._

Responsibilities:

- Responsible for dedicated EES support for pre-approved EES Clients.
- Directly responds to EES Client requests, determines action required, and provides resolution. Monitors assigned EES incidents and follows up until resolution is provided.
- Provides enhanced handling, as required, for Service Requests by initiating or assisting with processes related to the Services
- Resolves difficult and technically challenging problems, liaising with tier 3 staff as required.
- Leads resolution of problems with significant impact working closely with staff in all service units. This position combines a broad understanding of all technical service areas and the client environment with accurate assessment of the problem scope and impact to minimize service impact to the client.
- Provides support for enhanced workplace technology provided by the Client (e.g. mobile devices, teleconference, video conference or other collaboration technology)
- Customizes laptop and desktop computers to accommodate new technological and user needs.
- Monitors Supported Desktop patch currency
- Liaises or represents Enhanced Executive Support Services in meetings with other groups, including customers, internal ISM groups, and service delivery partners.
- Provides enhanced customer care which may expose the Analyst to highly sensitive or confidential information.
- Logs EES Calls, Incidents, and other Service Requests in accordance with the applicable Baseline.
- Accepts calls from EES assistants, or other individuals on their behalf, and works through the requestor to resolve the Incident or to schedule a time to resolve the Incident.
- Provides direct and flexible EES contact options to satisfy EES preferences.
- Provides remote support to travelling EESs.
- Upon request, performs scheduled EES Support at a business event within British Columbia, and provides remote business event support outside British Columbia, to ensure proper initial setup and operation of workplace technologies.
- Must regularly lift machinery, tools, supplies and equipment weighing up to 20 kg.
- Will be called upon to work non-core hours in support of the EES service commitment.
- May be called upon to provide EES “Home Support” in support of the EES service commitment
- Provides assistive support for EES’s personally owned assets used for accessing Client systems and services
- No Financial Responsibility
- No direct supervision.
- Provides content for technical documentation to be posted to the knowledge base.

Quién es usted

Related degree or an equivalent combination of relevant experience, education and/or training.

Experience in the following:

- Troubleshooting and resolving PC hardware and software issues.
- Troubleshooting and resolving Windows and Mac O/S issues
- Troubleshooting network connectivity to printers and computers.

Knowledge:
Information Systems/Business Technology
- Extensive knowledge of PC Hardware, Microsoft Windows Operating Systems, Microsoft Server Operating Systems and networking

Skills and Abilities:
Verbal and Written Communication
- Communicate effectively, both orally and in writing, at a level consistent with the need to provide outstanding technical assistance to executive level customers.
- Effectively obtain and provide information, of a complex and technical nature, in a timely manner and at an appropriate level and format.

Interpersonal Communication
- Deal effectively with resistant, demanding and sometimes frustrated individuals or groups at senior levels within the customer organization, while remaining focused on outcomes, and responding appropriately in order to: provide or obtain information (including information they may not wish to hear); clarify or resolve issues; provide assistance or service; achieve co
- operation; elicit assistance; and/or ensure compliance.
- Establish and maintain effective working relationships, including working with other members of a team in order to delive