Premier Support Analyst
Aplicar ahora Aplique más tarde Job ID 10119092 Ubicación Nueva York, Nueva York, Estados Unidos Business The Walt Disney Company (Corporate) Fecha de publicación 22/04/2025Detalles del empleo:
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.
Acerca de The Walt Disney Company (Corporate):
En el área Corporativa de Disney, podrá ver cómo los negocios detrás de las marcas más influyentes de la compañía se juntan para crear la empresa de entretenimiento más innovadora, trascendente y admirada del mundo. Como miembro del equipo corporativo, trabajará con líderes de primer nivel para crear estrategias que mantengan a The Walt Disney Company en la vanguardia del entretenimiento. Trabaje junto a personas con ideas innovadoras como usted y aprenda de ellas a medida que empoderan a los mejores creadores de historias para que generen recuerdos para millones de familias en todo el mundo.
Acerca de The Walt Disney Company:
The Walt Disney Company, junto con sus subsidiarias y afiliadas, es una empresa internacional diversificada líder en entretenimiento familiar y medios de comunicación que incluye tres segmentos comerciales principales: Disney Entertainment, ESPN y Disney Experiences. Desde sus humildes comienzos como estudio de dibujos animados en la década de 1920 hasta su reconocido nombre en la industria del entretenimiento en la actualidad, Disney continúa con orgullo su legado de crear historias y experiencias de clase mundial para toda la familia. Las historias, los personajes y las experiencias de Disney llegan a consumidores e invitados de todos los rincones del mundo. Con operaciones en más de 40 países, nuestros empleados y miembros del elenco trabajan juntos para crear experiencias de entretenimiento que sean apreciadas a nivel local y global.
Este puesto es en Disney Worldwide Services, Inc. , que forma parte de una empresa comercial que denominamos The Walt Disney Company (Corporate).
Disney Worldwide Services, Inc. es un empleador que ofrece igualdad de oportunidades. Los solicitantes recibirán consideración para el empleo independientemente de su raza, religión, color, sexo, orientación sexual, género, identidad de género, expresión de género, nacionalidad, ascendencia, edad, estado civil, condición de militar o veterano, afección médica, información genética o discapacidad, o cualquier otro fundamento prohibido por la ley federal, estatal o local. Disney defiende un entorno empresarial donde las ideas y decisiones de todas las personas nos ayudan a crecer, innovar, crear las mejores historias y ser relevantes en un mundo en constante evolución.