Premier Support Analyst

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