Premier Support Analyst
Postuler maintenant Postuler ultérieurement Job ID 10119092 Emplacement New York, New York, États-Unis Entreprise The Walt Disney Company (Corporate) Date de publication 22/04/2025Résumé du poste:
The Bunsen & Beaker’s Lab Analyst delivers a unique retail/hospitality/concierge style technical support experience via congenial, consultative, and holistic interactions with Walt Disney Company Cast Members and partners.
The BBL is fast, friendly, walk-up support. Building on the "Genius Bar" concept at Apple Retail Stores, kiosks in multiple Disney locations offer face-to-face expert level support for the overall technology needs of Disney Cast Members and partners.
The BBL supports the full portfolio of Disney Enterprise Technology products, applications and services as well as personal devices and the consumer tech ecosystem.
Department Description:
At Disney, we’re storytellers. We make the impossible, possible. The Walt Disney Company (TWDC) is a world-class entertainment and technological leader. Walt’s passion was to continuously envision new ways to move audiences around the world—a passion that remains our touchstone in an enterprise that stretches from theme parks, resorts and a cruise line to sports, news, movies and a variety of other businesses. Uniting each endeavor is a commitment to creating and delivering unforgettable experiences — and we’re constantly looking for new ways to enhance these exciting experiences.
The Enterprise Technology mission is to deliver technology solutions that align to business strategies while enabling enterprise efficiency and promoting cross-company collaborative innovation. Our group drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence.
The Concierge IT Walk-Up Support team offers quick, courteous, professional and personalized face-to-face IT support at various Disney locations around the world. The team is well versed and supports Disney Enterprise Technology products and personal devices that belong to the Disney cast members and employees.
The Premier Support Analyst provides a distinctive technical support experience that resembles retail / hospitality / concierge services, through individual, advisory, and comprehensive interactions with Walt Disney Company Cast Members and partners.
Team Description:
The Premier Services Team provides a distinctive technical support experience that resembles retail / hospitality / concierge services, through individual, advisory, and comprehensive interactions with Walt Disney Company Cast Members and partners.
Responsibilities of Role:
Typical work involves face-to-face technical support for Cast Members and company guests visiting Bunsen & Beaker’s Lab locations in person. The visits may be ad-hoc or scheduled. Support requests will also come via multiple channels. Ad hoc projects may be assigned.
What you will do:
- Provides a friendly response and ownership of issues and requests presented by walkup customers
- Real-time Interactions will be face-to-face as well as via instant message platforms, phone, email, etc.
- Well-developed sense of urgency and comfort with multitasking
- Document and report on all work performed on behalf of customers in the form of tickets and reports
- Maintain fluency in OS (Operating Service) imaging, software installs and configuration, account management and all other relevant aspects of Disney and consumer technology
- Facilitate exact hardware and software inventory information
- Work with appropriate partners to expedite, escalate, and resolve issues impacting user productivity
- Create status reports and metrics (written and verbal) with emphasis on high-profile issues
- Adhere to company and business unit policies and standards
- Establish and maintain relationships with service providers, manufacturers, resellers and contractors
- Exercise discretion as appropriate
- Proactively monitor, assess and address business requirements
- Create support and informational documentation as the need arises
Required Qualifications & Skills:
- 3 years of progressive experience in an IT related field
- 3 years of progressive experience in customer service
- BS or BA degree in Information Technology or Business-related field or equivalent work experience
Preferred Qualifications;
- Enthusiasm, resilience, and a great attitude
- Friendly and approachable demeanor and professional presentation
- Superior customer service and people skills
- Well-developed sense of urgency and comfort with multitasking
- Fluency with TCP/IP networking concepts
- Proficient in both Apple and Windows OS and ecosystems
- Excellent verbal, written, and presentation skills
- Ability to interact effectively at all levels of the organization
- Strong focus on customer, quality and results
- Enjoy working on a team and sharing responsibilities
- Advanced technical skills with emphasis on troubleshooting applicable to Apple, Windows physical and virtual setups
- Attention to detail
- Ability to work tasks and projects with minimal supervision
- Retail or Hospitality experience is a plus
Education:
Bachelor’s degree in Computer Science, Information Systems, Software, Electrical or Electronics Engineering, or comparable field of study, and/or equivalent work experience
The hiring range for this position in New York is $ 73,100.00 - 91,300.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.
Sur The Walt Disney Company (Corporate):
Chez Disney Corporate, vous verrez comment les secteurs d’activités qui animent les marques puissantes de la société se rassemblent pour former la société de divertissement la plus novatrice, développée et admirée au monde. En tant que membre d’une équipe d’entreprise, vous travaillerez avec les leaders de classe mondiale qui mettent au point les stratégies qui permettent à The Walt Disney Company de rester à la pointe du divertissement. Collaborez avec d’autres penseurs novateurs pour permettre aux meilleurs conteurs de créer des souvenirs pour des millions de familles du monde entier.
Sur The Walt Disney Company:
The Walt Disney Company, ainsi que ses filiales et sociétés affiliées, forme l’une des principales entreprises internationales diversifiées de divertissement familial et de médias. Elle comprend trois secteurs d'activités essentiels : Disney Entertainment, ESPN et Disney Experiences. Depuis ses modestes débuts en tant que studio de dessins animés dans les années 1920 jusqu’à son statut de référence actuel dans le secteur du divertissement, Disney poursuit fièrement sa tradition de création d’histoires et d’expériences exceptionnelles pour tous les membres de la famille. Les histoires, les personnages et les expériences de Disney touchent les consommateurs et les visiteurs du monde entier. À travers nos activités présentes dans plus de 40 pays, nos employés et cast members collaborent pour créer des expériences de divertissement appréciées à la fois au niveau universel et local.
Le poste est rattaché à Disney Worldwide Services, Inc. , qui fait partie d’une entreprise que nous appelons The Walt Disney Company (Corporate).
Disney Worldwide Services, Inc. est un employeur qui souscrit au principe d’égalité des chances à l’emploi. Les candidat(e)s seront pris(es) en considération pour un emploi sans distinction de race, de religion, de couleur, de sexe, d’orientation sexuelle, de genre, d’identité de genre, d’expression de genre, d’origine nationale, d’ascendance, d’âge, d’état matrimonial, de statut militaire ou d’ancien combattant, d’état de santé, d’informations génétiques ou de handicap, ou de tout autre motif interdit par la loi fédérale, étatique ou locale. Disney défend un environnement commercial où les idées et décisions de tous et toutes nous aident à grandir, innover, créer les meilleures histoires et être pertinents dans un monde en évolution constante.