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Service Desk Specialist
VIP Service Desk Specialist – White‑Glove Support Trading Applications | Market Data | Azure | Active Directory London, Onsite Permanent
UST is looking for an accomplished VIP Service Desk Specialist to deliver white‑glove support services across a portfolio of managed service projects. The role plays a key part in enabling an exceptional digital experience for senior stakeholders through highly responsive, personalised, and discreet executive support . About the Rol eThe successful candidate will provide premium first-line IT support to VIP users, delivering seamless incident resolution and service request management while maintaining the highest levels of service excellence and user satisfaction. This position demands strong technical capability, exceptional communication skills, and a service mindset aligned with a white‑glove support model .You will act as a trusted technology partner to the business, ensuring stability, responsiveness, and discretion in a fast‑paced environment where uptime and accuracy are paramount . Key Responsibilities
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: Deliver 24×7 onsite VIP white‑glove suppo rtTake end‑to‑end ownership of incidents and service requests, ensuring timely resolution and proactive communicati onManage incident resolution, including known errors and recurring issues, in line with ITSM best practic esFulfil standard service requests with precision, efficiency, and attention to deta ilCoordinate with internal resolver groups and third‑party vendors to drive effective escalation and resoluti onTrack, record, and report against Service Level Agreements (SLAs) and Key Performance Indicators (KPI s)Actively measure and enhance user satisfaction through continuous feedback mechanis m s User Experience & Satisfaction Managemen t:Conduct transactional satisfaction surveys following each ticket closu reProactively follow up on any negative feedback within one business d ayAdminister monthly digital workplace experience surveys to assess service quality and identify continuous improvement opportuniti e s Skills, Experience & Qualification s:Bachelor’s degree in computer science, Information Technology, or a related discipline (or equivalent professional experienc e)Demonstrable experience in Service Desk or Digital Workplace support, ideally within managed or enterprise environmen t s Technical Expertis e:Strong proficiency in remote desktop support, troubleshooting, and incident resoluti onExperience working with IT Service Management (ITSM) platforms and process esSolid understanding of SaaS and PaaS environments, including Microsoft 365, Cisco Webex, Zoom, and related collaboration too lsHands-on experience with Microsoft Azure Active Directory and Mobile Device Management (MDM), particularly for Apple iOS devic esProven capability supporting trading applications, including order/execution platforms, market data tools, and trade lifecycle systems in time‑critical environmen t s Certification s:Industry-recognised certifications such as ITIL, Microsoft Certified Professional, or similar are highly desirabl e . Hurry & Appl y!#U
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