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VIP Service Desk Specialist
VIP Service Desk Specialist – White-Glove Support
Trading Applications | Market Data | Azure | Active Directory
Location: London, Onsite
Employment Type: 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 Role
The 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 support
- Take end-to-end ownership of incidents and service requests, ensuring timely resolution and proactive communication
- Manage incident resolution, including known errors and recurring issues, in line with ITSM best practices
- Fulfil standard service requests with precision, efficiency, and attention to detail
- Coordinate with internal resolver groups and third-party vendors to drive effective escalation and resolution
- Track, record, and report against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Actively measure and enhance user satisfaction through continuous feedback mechanisms
User Experience & Satisfaction Management:
- Conduct transactional satisfaction surveys following each ticket closure
- Proactively follow up on any negative feedback within one business day
- Administer monthly digital workplace experience surveys to assess service quality and identify continuous improvement opportunities
Skills, Experience & Qualifications:
- Bachelor’s degree in computer science, Information Technology, or a related discipline (or equivalent professional experience)
- Demonstrable experience in Service Desk or Digital Workplace support, ideally within managed or enterprise environments
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Technical Expertise:
- Strong proficiency in remote desktop support, troubleshooting, and incident resolution
- Experience working with IT Service Management (ITSM) platforms and processes
- Solid understanding of SaaS and PaaS environments, including Microsoft 365, Cisco Webex, Zoom, and related collaboration tools
- Hands-on experience with Microsoft Azure Active Directory and Mobile Device Management (MDM), particularly for Apple iOS devices
- Proven capability supporting trading applications, including order/execution platforms, market data tools, and trade lifecycle systems in time-critical environments
Certifications:
- Industry-recognised certifications such as ITIL, Microsoft Certified Professional, or similar are highly desirable.
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#UST
Skills
- service desk
- trading applications
- application performance
- latency
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