The Dock Technical Events Support

Job description

JOB PURPOSE


The purpose of Dock Technical Events Support role is to provide support for events as hosted by Accenture Ireland, liaising with local and global teams as required.

SCOPE

The Dock Technical Events Support role is responsible for managing the following:

· The coordination and delivery of technology for all events and high-profile visits in Ireland

· Liaising with all operational teams to deliver high-end corporate services and events

· Managing Audio Visual support

Key customers of events support will be Accenture Ireland, Centre for Innovation, the Office of the CEO, and Workplace Event Planners.

RESPONSIBILITIES AND ACCOUNTABILITIES

Technology Support, Maintenance & Management

· Provide technology for Accenture hosted events, primarily based in The Dock.

· Act as Technical subject matter expert (SME), with the ability to manage and deliver high-profile corporate meetings and events including technical requirements such as: network setup and connectivity, network printing, fax and copying, Audio Visual Equipment, Voice over IP, software support and hardware.

· Work with the Events Technical Support Lead to provide a single point of contact and as an SME for the technology requirements for all local and global events in Ireland.

· Out of hours support is required for certain events

· Provide back-up / support for the AV Support Team where required.

· Use understanding of the technology capabilities within the environment to best position technical solutions /offerings to meet event objectives.

· Troubleshoot issues, adapting and creating nonstandard approaches to problem solving in live situations.

· Effectively manage IT equipment held onsite within The Dock, including tracking distribution and return of IT consumable items for events.

· Recommend stock purchase requirements based on events and projected activity.

· Ensure the physical security of assets within the Accenture environment is maintained.

· Liaise with 3rd party suppliers to deliver goods and services in support of all key events.

Customer Relationship Management

· Work with customer representatives to capture requirements in order to develop knowledge of the client requirements and desired service levels.

· Ensure proactive involvement with The Dock projects and initiatives to improve impact on service delivery.

· Deliver all elements of the Service Management Framework (incident, problem, change & reporting) in order to meet SLAs.

· Work with and leverage internal teams to ensure successful delivery of all high-profile events.

· Provide dedicated and personalised executive Technology support to VIPs where applicable.

· Work within multi-functional teams during planning, configuration, setup, running, event management and close down to ensure a successful customer experience.

· Provide front line event support, liaising directly with vendors, additional support teams and clients/guests.

People Developer

· Maintains an active interest in the other areas of the Local Support Operations and is able to provide support to other team members as appropriate

· Networks across LTS and Workplace and with the organisations delivery partners, i.e. Centre for Innovation, ensuring positive outward perceptions, communications and collaboration in service delivery.

· Ensure there is effective communication broadly across Workplace and LTS

· Work with operational teams in an advisory capacity to ensure they understand the key initiatives that are being championed by the Events/AV Specialists

· Create and manage own ‘Development Plan' and ensure all training is completed within agreed timescales and to budget.

Supplier & Service Management

· Liaise with 3rd party suppliers to ensure provision of effective services

· Ensure controlled departmental process for assigned services are created and maintained and oversee regular reviews to ensure opportunities for improvement are applied and that they remain up to date, efficient, effective and relevant to the customer service offering

· Develop services owned to ensure the service provision meets customer needs for quality, cost and effectiveness

Maintain and manage inventory of all technology equipment that can be made available/loaned to CfI personnel and project teams

Desired profile

PROFESSIONAL QUALIFICATIONS/ACCREDITATIONS AND EXPERIENCE



· Prior work experience working within a helpdesk service role and IT/AV onsite support.

· Strong understanding of Windows Operating Systems, platforms and technologies

· Basic Knowledge and troubleshooting of AV Conferencing systems and IT systems (WAN/LAN networking)

· Working experience with audio / video devices from Cyviz, Cisco, Polycom, Crestron, Leyard, Planar, Lightware, MS Surface Hub, SMART is a plus

· Knowledge of Digital media systems is a plus

· Excellent written and verbal communication skills

· Excellent organizational skills, efficient multitasking, and strong attention to detail

· Work in a fast paced environment and handle stressful situations

· Be proficient in use of Microsoft products to the following levels:

o Excel - Intermediate

o Word - Basic

o PowerPoint - Basic

o Microsoft Outlook - Basic

· Basic understanding and use of ITSM Remedy, or equivalent incident management tool.

Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world's largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com .