Executive Leadership IT Support Analyst - Jobs in Montréal, QC

Job Description

Job Overview:IT Executive Support Analyst, End User ComputingKeurig Dr Pepper (KDP) is looking for an IT Executive Support Analyst, End User Computing (EUC) who will be responsible for executing a Modern Desktop Experience, and “Hands on” IT support for Executive Level employees. This position ensures that the delivery of end user services is optimized across the global helpdesk, desktop services, mobile support, and site-level IT support functions. This individual will work out of the Montreal, QB office and report to the Senior Manager, End User ComputingResponsibilities:

• Provide On-call “White glove” support to named group of ~100 Executive level employees and administrative assistants for their company-issue laptop, mobile phone, iPad and conferencing needs

• Support Executive personnel working at the headquarters location and remotely when the Executive is offsite
• Coordinate with other Executive Support Analysts in U.S and Canada to deliver a consistent experience across audience of ~100 users
• Collaborate with EUC owners to confirm risk level, understand functionality, determine patterns, complexity, identify themes
• Execute on the delivery of future end user services and related technologies including applications, software, laptops, desktops, mobile phones, handhelds, Multifunction Printers and A/V equipment based on EUC strategy

• Ensure the voice of the customer is being heard by KDP’s service providers

• Put action plans in place to address systemic issues and improvement opportunities
• Oversee staff/consultant activities - team assignments, resource needs, standard operating procedures, and performance standards/reviews

• Provides training an awareness to the team of technical support staff responsible for delivery of Provide white glove IT support service like office setup and hardware preparation to new or current and visiting VIP/Executives to ensure a smooth experience
• Provide remote support to assist VIP members in need of technical assistance while traveling or working remotely
• Provide remote support to VIP members or their administrative team & understand the issues they are experiencing while working remotely
• Coordinate with various IT delivery teams to ensure that VIP requests that get logged into the service desk ticket system are flagged with an urgency raising attention to ensure that these requests are fulfilled in a timely manner
• Ensure video conferencing (VC) units are functional before any executive meetings and report it to appropriate teams if there are any issues.

Requirements:Qualifications:

• Bilingual - English and French
• 4+ years’ required experience working in support of deskside services with specific focus on supporting executives and their assistants
• Experience supporting Microsoft Desktops/Laptops, Apple technologies and devices, and network connectivity
• 4+ years’ experience working in supporting internal desktop systems, software, application training and overall incident ownership and management
• Experience with troubleshooting MS Teams, WebEx, and other video conferencing technologies
• Relevant experience with a large global enterprise preferred
• At least one relevant industry certification to include MCSA, A+, Network+, Security +
• Experience with ServiceNow or similar ticketing and queue systems
• Experience in managing service desk, end user, systems, devices, applications, and services in a managed service environment
• Strong business acumen, as well as strong analytical and strategic thinking
• Strong communication skills (verbal and written) at all levels of the organization from peer level all the way to C-level.
• Previous experience in an ITIL, ITSM, and ticket case management
• Experience in delivering end user services and related technologies specifically working with software as a service provider, support of Apple, Microsoft, and Android based laptops, desktops, handhelds, and mobile phones and support of A/V equipment.
• Basic understanding of networking, storage, hosting, security, cloud services

• Maintains broad knowledge of business / technical support function and working knowledge of other areas of IT for strategic planning, technology assessment and direction.

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