Communicate and respond frequently with/to end users as well as with local, regional, and global support teams Provide a high level of customer service while supporting end users/off-site case teams; support includes, but is not limited to, laptops, desktops, BlackBerry, phone and voice mail systems Successfully troubleshoot issues both independently and in collaboration with all available resources Maintain configurations of all notebook and desktop computer systems according to established standards Document and update technology related instructions and procedures as required Oversee and troubleshoot video conference and telecommunications systems in coordination with regional technical resources Maintain problem call history by recording calls in CA ticket database; analyse call data to proactively identify improvement opportunities Manage local technology in order to increase reliability, security, interoperability, effectiveness of customer work while reducing costs Participate in local, regional, and global projects, as appropriate, to evaluate existing systems and recommend technology for upgrade and replacement; evaluate new technologies for potential applicability within BCG Achieve annual goals and objectives, developed in cooperation with IT Service organization and local management Set up AV equipment for internal/external meetings Set up office for new staff members and office moves Audit and control inventory, as required example: ECM database system Monitor mobile device/ 3G or internet data card usages

Focus on excellent customer service and needs of the user community Reliable and cooperative team player; displays consideration and respect for others Displays tact, patience and the ability to handle stressful situations Demonstrate competence and character that inspires trust Communicate effectively with the management groups and office technical staff Able to work independently, exercising sound judgment and initiative Demonstrate strong ability to identify, analyse and solve problems Able to respect all BCG information as personal and confidential Focus on continuous learning to further IT knowledge and career development Self-starting attitude, resourcefulness, professionalism Ability to work independently as well as in a team environment Flexibility and responsiveness Ability to meet deadlines Excellent oral and written English, clear communication Position requires mobile phone to be worn at all times, 24 hour operation