Senior Executive IT Service

Title: IT Executive Services Analyst

Location: Mumbai HO

Business Context and Main Purpose of the Job

Within the Organisation we have approx.250 high level Executive users globally who are our Senior Executives within the organisation who, along with their PA, are provided with IT Executive support to ensure they can work effectively always.

Most the Executives are based in Europe, specifically in our Corporate Centre site at 100 Victoria Embankment (100ve), and this role will be a part of team providing the support at this site.

This role is the single face of IT in Unilever for the Exec’s and PA’s in 100ve and the role requires us to ensure we provide an excellent service which will include the following –

• Setup of new VIP users’ laptops/smartphone/tablet

• Resolving any issues for Exec’s that may arise affecting their day-day work

• Providing pre-meeting support & support during offsite or in-house meetings

• Managing the assets assigned to VIPs

• Supporting Exec’s pro-actively with advice on changes to the technology they use and the impact,

• Providing 1-1 training/guidance sessions where needed

• Advice on hardware choices

• Occasional travel to support Off-site events

• Shifts on a rotational basis (0800-1600/0900-1700/1000-1800)

• On call Weekend support (around 10 weekends a year) 

A key aspect of this role is developing effective relationships with Exec’s and their PA’s on site & with colleagues within the Global IT service lines who manage the service overall

Main Accountabilities

Core activities

• Provide Exec’s and their PA’s advice on the technology they use and any changes that occur which will enable them to improve their effectiveness

• Resolve issues, whether Hardware related or Software, to ensure the VIP or PA are up and running quickly with minimal disruption

• Build new Laptop’s for VIP/PA providing guidance on choice of Hardware and training on how to use it effectively

• Provide meeting room support ensuring technology is working as designed and set up in advance to avoid any disruption

What is required in completing the activities

• Review workload with team and ensure appropriate support given to key issues that require priority focus. This could be either support issues or providing training/guidance

• Deal with daily requests and re-prioritize workload using own initiative highlighting key issues to the IT Executive Services Manager

• Deliver 1-1 training to VIP’s and PA’s on new technology changes that will impact and change the ways of working

• Provide out of hours support and weekend cover via rota system

• Provide input into the Data repository of key issues affecting Exec’s and changes to the profile/IT set up

Key Skills and Competencies needed

• Is passionate about delivering great Customer Service

• Has a highly organised workstyle & can prioritise issues to ensure the many demands are all followed up in a timely manner

• Has very good people skills to be able to develop relationships with customers

• Works well under pressure

• Is confident working without direct supervision

• Is a strong team player

• Has excellent communication skills and can explain technical issues in plain English

• Has demonstrable IT experience within a similar industry and similar application landscape. Technical skills required include; workstation build & support, Windows 10, Apple Mac (Jamf), MS Office, Skype for Business, MS Teams, Yammer, Apple iOS, Android, basic network skills, Exchange, VPN,

• Has a passion for technology and understanding changes that are happening externally that could influence the way we work

• Proposes continuous improvement recommendations & can implement these with the relevant teams in the organisation

Direct Reports

None

Key Interfaces

• Executive Service Customers

• IT Service Operation Teams

• IT colleagues within the wider team

• Executive IT Specialists outside of Corporate Centre