End User Support Technician

The Desktop Support Analyst is responsible for the overall technology needs of staff with roles essential to the day-to-day operations of the Walt Disney Company.

The Desktop Support Analyst provides priority response and resolution for all reported technology issues.

Support both PC and Mac users

Monitor and take ownership of tickets in Service Now -

update SNOW daily

Collaborate with other team members on any technical concerns via Slack / Teams / Emails internal first

Communicate with Mgmt Teams on any issues / concerns, running late, cannot make it in

Ownership of issues and requests reported by customers in person, and via Teams, email, or support ticket

Document and report on all work performed on behalf of customers via Service Now ticket

Acquire, stage, and deploy computers, software, and peripherals within our SLAs

Update accurate inventory and support records in Service Now

Work with other Teams to expedite and resolve issues impacting productivity

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 support requirements

Create system and support documentation as required

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