GSD IT Service Senior Specialist - The Boston Consulting Group

Our mission is to continuously improve our IT systems and services, support the business and strive to create and innovate with technology.  

As an IT Senior Specialist you work closely with a team of IT professionals with the primary responsibility to execute local IT projects, provide solutions to issues, and help manage local stakeholders to ensure the team is delivering a high level of customer care to colleagues and visiting BCG clients. This includes, but is not limited to user support, computer setup, maintenance and service, telecommunications, assisting with network and infrastructure maintenance and all other technology needs of the office.  

You report directly to the Local IT Manager and are able to perform successfully in a fast-paced, high-performing, service-orientated environment. You apply and interpret rules and guidelines flexibly to enrich the business and in keeping with BCG’s values and culture. 

Key responsibilities: 

• Very strong technical troubleshooting skills and providing a high level of customer service through on-site technology support in both home and office environments, over a variety of platforms (e.g. PC, Mac, iOS, Android, etc.) for all assigned BCG teams in a fast-paced environment  
• Supporting the BCG user community by providing tailored solutions for their technology while on-site in BCG offices, at client locations and at special events e.g. executive speeches, press conferences, offsite meetings etc.  
• Strategic IT project and budget management skills and excellent communication capabilities to capture demand, identify opportunity, and drive change. 
• Preparing and deploying laptops for staff, including all required user profile configuration and data migration as well as maintain configurations of computer systems according to established BCG requirements and documenting critical and routine technical procedures as well as end user literature 
• Coordinate the repair & maintenance of office printers and computing equipment with outside vendors 
• Oversee and troubleshoot video conference and telecommunications systems in coordination with regional technical resources (MS Teams, Zoom and WebEx in particular) 
• Plan and work on projects in an operational capacity for both global and local initiatives such as evaluating existing systems and recommending technology for upgrade and replacement, and evaluating new technologies for potential applicability within BCG 
• Financial planning  
• Compile various reports including but not limited to IT dashboard, inventory tracking and management, service assessments, mobile usage, hardware planning plus others 
• Troubleshoot and log any technical issues received via phone call or ticket in the IT Service Management tool Service Now, analysing call data to proactively identify improvement opportunities, and conduct RCA analysis for issue resolution 
• Achieve annual goals and objectives, developed in cooperation with IT Service organization and local management 
• Stakeholder management including conducting business reviews and closing feedback loop