VIP IT Support Specialist

Responsibilities

• VIP User Support & Ownership

o Serve as the primary IT contact for VVIP and VIP users, including executives management C suit .

o Take full ownership of VIP support cases, ensuring all issues and requests are managed from initiation to resolution.

o Provide prompt, high-quality technical support for hardware, software, mobile devices, and collaboration tools.

o Ensure all VIP incidents and requests are logged, tracked, and resolved within agreed service levels.

o Prioritize and manage VIP tickets to ensure minimal disruption to business operations.

o Escalate unresolved issues to appropriate technical teams and follow up until closure.

o Communicate effectively with VIP users regarding the status and resolution of their issues.

o Monitor VIP user systems and proactively address potential issues before they escalate.

o Conduct regular health checks on VIP devices and critical applications.

o Ensure high availability of IT services and systems for VIP users, minimizing downtime and service interruptions.

o Implement and recommend preventive measures and redundancy solutions to enhance system reliability and user experience.

o Provide end-to-end technical support for live meetings, webinars, and virtual or hybrid events, ensuring seamless connectivity and user experience.

o Set up, test, and troubleshoot audio-visual equipment, conferencing platforms (e.g., Microsoft Teams, Zoom, Webex), and presentation tools before and during events.

o Offer on-site or remote support during workshops and corporate events, addressing technical issues in real time.

o Coordinate with event organizers and presenters to ensure all IT requirements are met.

o Document event support activities and provide post-event technical feedback for continuous improvement.

o Deliver exceptional customer care experience, ensuring VIP users feel valued and supported.

o Communicate clearly, empathetically, and effectively with users at all levels.

o Gather feedback from VIP users to identify areas for service improvement.

o Document support activities, solutions, and lessons learned for knowledge sharing.

o Participate in IT service management reviews and contribute to process enhancements.

o Efficiently multitask and manage multiple priorities in a fast-paced environment.

Skills & Competencies

Recommended Certifications

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