Office IT Solution Advisor

Provide end-to-end customer experience through delivering support, building awareness and improving adoption, by promoting firm tools, solutions and services. The ITSA is a trusted advisor with office colleagues and with the wider IT service teams and is part of providing tools and services that meet customer and location needs. 

Responsibilities:

• Ensure the functionality of office technology (e.g., in meeting rooms, infrastructure, etc.) to deliver a positive customer experience in the office.
• Problem-solve device and office technology issues by collaborating with Tech Ecosystem teams to find optimal solutions, ensuring world-class customer service.
• Delivers technical product and technology awareness, educating users on new technology to ensure successful adoption of tools and services.
• Proactive connections with colleagues to listen and understand their usage of technology and provides just-in-time solutions and advice. Collecting and documenting insights.
• Owns the situation/incident and supports end-to-end resolution.
• Conducts technology orientation for new hires, ensuring they can effectively use their devices from day one.
• Supports office technology change and innovation by identifying the needs of the office and its colleagues, and acting as a bridge to product teams to improve IT products and services to be more customer centric.
• Assist in office technology and solution implementations as well as contributes in local, regional or global initiatives.
• Occasional travel to other locations, events, etc. to deliver technology assistance and awareness programs.
• Commitment to continuous self-development, staying up to date with Firm tools, team best practices, and industry trends.
• Regularly conducts stock taking and accurately updates asset management systems to ensure all assets are accounted for.
   

Education and Skills:

• University/high school degree, or equivalent experience in IT
• 2+ years of experience in IT Services, IT support or IT Business Analysis
• Good Tech skills MacOS, Windows, Office packages and other collaboration and productivity platforms, such as Slack, ServiceNow and Zoom
• Great problem-solving skills. Ability to break down and solve technical problems, involving others if necessary
• Excellent communication and collaboration skills, with the ability to work effectively in a team and foster an inclusive environment
• Strong customer service orientation with a keen sense of urgency, capable of prioritizing customer needs and providing timely solutions
• Relationship and network building, with the ability to work closely with global teams and internal clients
• Capability to drive an independent workstream in the context of day-to-day operations and team projects
• Demonstrated knowledge or certification in Agile/ SCRUM is a plus