UST
VIP Service Desk Support (Lead I - IT Asset Management)
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Role Description
VIP Service Desk Support - White Glove - Trading Applications - Market data tools - Azure - Active Directory
UST are currently recruiting for highly skilled and customer-focused VIP Service Desk Specialist to support one of our flagship clients.
Permanent
Location: London
About The Role
The ideal candidate will provide exceptional VIP/ support, ensure seamless resolution of incidents and service requests while maintaining high user satisfaction. The role requires strong technical expertise, excellent communication skills, and a commitment to delivering a white-glove service experience.
Key Responsibilities
Service Desk Support
- Provide 24×7 VIP White-Glove service desk support via telephone, email, instant messaging (Cisco Webex), and walk-up requests.
- Take end-to-end ownership of incidents and service requests, ensuring timely resolution.
- Manage known incident resolution and known error management.
- Fulfill standard service requests efficiently and accurately.
- Coordinate with other teams and third-party vendors for escalations and issue resolution.
- Record and report Service Level Agreement (SLA) and Key Performance Indicator (KPI) metrics.
- Measure and report user satisfaction through transactional and relationship surveys.
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User Satisfaction Measurement
- Conduct transactional satisfaction surveys after every ticket closure.
- Follow up on all negative feedback within one business day.
- Administer monthly digital workplace experience surveys to assess overall IT service quality and identify improvement opportunities.
Qualifications And Skills
Education: Bachelor’s degree in computer science, Information Technology, or equivalent.
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Experience: Proven experience in service desk support, preferably in managed digital workplace environments.
Technical Skills
- Proficiency in remote desktop support, troubleshooting, and resolution.
- Familiarity with IT Service Management (ITSM) platforms and tools.
- Knowledge of SaaS and PaaS environments, including Microsoft 365, Cisco Webex, Zoom, and other digital workplace tools.
- Experience with Microsoft Azure Active Directory and mobile device management (MDM) for Apple iOS devices.
- Proven ability supporting trading applications (order/execution platforms, market data tools, trade lifecycle tooling) in a time-critical setting.
Certifications: Relevant IT certifications (e.g., ITIL, Microsoft Certified Professional) are highly desirable.
Skills:
- End user computing
- ITSM tool
- ITSM standard
- ITSM platform
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