Premier Support Analyst
応募 後で応募 Job ID 10119092 勤務地－都市 ニューヨーク, ニューヨーク州, アメリカ合衆国 勤務地－国 The Walt Disney Company (Corporate) 掲載日 2025/04/22仕事内容:
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.
The Walt Disney Company (Corporate) について:
The Walt Disney Companyでは強力なブランドが集結し、最も革新的で、広範囲にわたる影響力と尊敬される企業をグローバルで構築しています。記憶に残るエンターテインメントと体験の裏では、才能ある人材で構成された多種多様なビジネスサポートチームが、ディズニーの比類なきストーリーに生命を吹き込むために尽力しています。
The Walt Disney Company について:
The Walt Disney Companyは、その子会社・関連会社とともに、多様性あふれる国際企業として、Disney Entertainment、ESPN、Disney Experiencesの3事業を柱に、ファミリー向けエンターテインメントとメディアの世界をけん引しています。1920年代に小さなアニメ・スタジオとしてスタートしたDisneyは、今日のエンターテインメント業界において卓越した存在となりました。ディズニーは今後も、子供から大人まで、ご家族のだれもが楽しめる一流の物語や体験を生み出し続けます。Disneyのストーリーやキャラクター、体験は、世界中のあらゆる場所の消費者やお客様に届けられています。当社は40カ国以上で、従業員とキャストメンバーが一丸となり、世界的にも地域的にも歓迎されるエンターテインメント体験を創出しています。
このポジションは Disney Worldwide Services, Inc. という事業部門の一つである The Walt Disney Company (Corporate)でのお仕事です。
Disney Worldwide Services, Inc. は機会均等雇用主です。応募者は、人種、宗教、肌の色、性別、性的指向、ジェンダー、性自認、性表現、国籍、家柄、年齢、配偶者の有無、軍役経験の有無やその地位、健康状態、遺伝情報や障がい、または連邦法や州法、地方法で禁止されているその他の法的根拠に関係なく、雇用の検討対象となります。Disneyは、すべての人々のアイデアと決断が、成長、革新、最高のストーリーの創造に役立ち、絶えず進化する世界において、価値ある存在になれるよう支援するビジネス環境を支持します。