• Negotiable
  • Londres, Angleterre, Royaume-Uni
  • CDI, Plein-temps
  • Standard Chartered Bank
  • 10 sept. 17

Senior Executive Support Specialist

  • Lieu de travail : Londres, Angleterre, Royaume-Uni
  • Salaire : Negotiable
  • Type de contrat : Plein-temps

Please view Job Description for details.

Grade 5/6
The role will form part of a dedicated team who provide high level proactive support for the most senior members of staff in the organisation. The team member will perform and establish general IT maintenance tasks and resolve moderate complex problems immediately. The team will provide special handling for all technology issues that originate in the Directorate. The role will also provide customer facing support through a new enterprise "Genius Bar" concept. This will be an extension of the Service Desk and is part of a new strategy for End User Services.

Key Roles and Responsibilities

Key responsibilities and objectives include, but not limited to:
  • Ensures that support and services provided to Executives meet established service level commitments and End User Satisfaction
  • Serves as a first point of contact for executives and takes end-to-end ownership of resolving reported issues and fulfilling requests
  • Tracks issue response, resolution times, and customer satisfaction
  • Reviews all performance data, and where deficiencies are identified, ensures appropriate corrective actions are pursued in a timely manner
  • Regularly communicates improvements and changes to Executives, including ways in which available technology can be fully utilized to drive greater productivity
  • Builds productive relationships with Executives and support staff
  • Resolves technology issues encountered by executives in a timely manner and ensures systemic issues are escalated and remediated to prevent further occurrences
  • Influences the broader technology community to drive required improvements in support and services offered to executives
  • Proactively pursues, through insights gained by working with executives, improvements to existing processes and technology offerings, including introduction of new technologies that maximize productivity
  • Provides one-on-one training regarding the features and functionality of a broad set of technologies used by Executives
  • Recognizes and identifies deficiencies and drives all necessary changes
  • Superior service orientation
  • Ability to effectively interface with business executives,
* Ability to navigate the technical and diverse challenges involved in supporting the executive management team of a global enterprise.
* Willing to travel locally and overseas to support offsite events
* Provision of support between 7:00 and 19:00 plus out of hours and weekends
* Customer facing role through the new "enterprise "Genius Bar" concept

Qualifications and Skills

Non-Technical Skills - Must Have
  • Degree educated in Computer Science/Engineering or a related discipline
  • Proven experience supporting staff at the Executive and Board levels
* Must be courteous, polite, friendly and professional
  • Excellent communication skills written and verbal when interacting with executives
  • Proven track record of operating in a concierge-style technology support organization
  • Excellent organizational, time management and crisis management skills
  • Service-oriented mindset
  • Financial Acumen when working with vendors for offsite events
Technical Skills - Must Have
* Broad knowledge of Desktop and End User Technologies
* Excellent Microsoft Operating Systems and Office Automation
  • High technical proficiency with in-depth knowledge of modern IT infrastructure technologies including networks, telephony, AV systems, storage, servers, data centre, messaging, databases, desktops, mobility & user devices
* Strong experience in Microsoft systems administration coupled with relevant professional qualifications (typically MCSE)
* Active Directory, Exchange, SharePoint, SCCM
  • Foundational understating of ITIL
  • Ability to operate at a break-fix level to diagnose and address common issues experienced by VIPs
Ability to provide and interpret key MI for stakeholders

Diversity and Inclusion

Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.