Role description
***3 MONTH FIXED TERM CONTRACT***
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.
3 Month Fixed Term Contract
Location London
About the role
The ideal candidate will provide exceptional first-line IT VIP/ support, ensure seamless resolution of incidents and service requests while maintain 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.
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.
§ 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
Incident Management, Production Support, Microsoft Outlook
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
