IT Services Coordinator

The Opportunity

The Regional IT Services Coordinator (RSC) provides day-to-day IT support for Egon Zehnder offices, working closely with the Services Manager and Services Coordinators in the Americas, Global Helpdesk and Second level teams. The RSC will fulfill assigned project duties and liaise with external support vendors to ensure the implementation of IT solutions and will provide IT support to other regions as required.

What You’ll Do

Working in concert with our Digital-IT team, the Regional IT Services Coordinator will report to the Services Manager. The role provides oversight of the entire scope of IT support services for their assigned primary offices including partnering with our Digital-IT team on remote support duties, projects, and management of support vendors. The role will also provide coverage for our Global Helpdesk during peak periods or holidays as needed.

The work typically involves:

• Coordinating office hardware upgrades for PCs, servers, networking equipment; installing and configuring computer hardware, software, systems, networks, printers, scanners and more following our global standards
• New user onboarding set-up including ensuring accounts are set up timely, laptops, mobile phones and other equipment are timely built and ready. Coordinating with HR on offboarding, retrieving equipment and safeguarding proprietary data
• Maintaining records of hardware inventory, software licenses, and renewal dates
• Keeping accurate records through ticketing system, ServiceNow
• Completing project tasks as assigned; to include testing and documenting as required
• Planning and undertaking scheduled maintenance upgrades
• Talking to clients and computer users to determine the nature of problems
• Responding to breakdowns; investigating, diagnosing, and solving computer software and hardware faults
• Repairing equipment and replacing parts as necessary
• Required shift and on-call work, particularly where computing equipment is in a continual 24-hour operation
• Coordination and guidance for local office contacts
• Liaising with external IT support vendors to ensure appropriate levels of service and continue to build relationships
• Active participation in scheduled conference calls

Interface with Digital-IT:

• Work closely with the Services Manager and the Digital-IT team to optimize investments in new technology, technology adoption (which may include training) and IT support and service delivery functions
• Partner with Global Helpdesk when rolling out new software; respond to, track and swiftly close on reported user IT problems
• Some travel will be required (to other office/firm conferences)

Requirements

What We’re Looking For

• Bachelor’s degree preferred
• 2+ years of desktop support in a Windows-based office environment
• 3+ years of iPhone and iPad support
• Experience supporting Microsoft Windows and Office 365 required
• Experience managing IT vendors desired
• Video conferences support experience and networking knowledge preferred
• Affable personality with a desire to help our clients with their needs. "Service with a Smile" attitude while helping remote colleagues with their IT challenges. Customer satisfaction is the primary motivation for our Digital-IT team
• Extremely conscientious in following through on support requests or on assigned tasks
• Attention to detail and ability to work under pressure
• Motivated, self-starter with a personal drive for excellence and continuous improvement. Reliable and hardworking with good planning and execution skills
• Disciplined work ethic, understands the need for strict adherence to agreed-upon processes, procedures, work schedules and the immediate notification of any unscheduled absences
• Taking ownership with a pro-active nature. Monitoring the incidence solution process also when the helpdesk of second line is following up. Inform Services Manager when an incident may affect more user

About Us

Egon Zehnder is the world’s preeminent executive search and leadership advisory firm, inspiring leaders to navigate complex questions with human answers. We help organizations get to the heart of their leadership challenges and offer honest feedback and insights to help leaders realize their true being and purpose. We believe that together we can transform people, organizations and the world through leadership.

What It’s Like to Work Here

We operate as one unified team with expertise across industries, functions and geographies. Our organization can be described as high performing and collaborative