Provide VIP desktop support to senior leaders/top management
Act as a single point of contact for VIP/Top Management incident resolution, meeting room setup, coordinating with other resolver group to ensure the reported incidents are resolved/escalated as required
Deliver VIP customer experience to the highest standards, aligned to the company values
Deploy and maintain end-point devices (desktops, laptops, mobile devices, etc.), includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations
Perform remote troubleshooting and resolution to address various endpoint related issues
Perform technical escalation to onsite team if unable to resolve remotely
Perform technical escalation to 3rd party vendor or resolver groups (where appropriate)
Update Incident records
Create and updates work instructions (where necessary)
Document standards and procedures (where necessary)
Job Requirement:-
Bachelor's Degree/ Diploma in IT, Computer Science or Engineering
Min. 3 years of relevant experience in VIP Desktop Support
Previous IT helpdesk and/or call center support experience, includes providing remote support via phone call or using remote tool will be added advantage
Experience with desktop operating systems
ITIL Foundation Certified and relevant technical skill certification preferred
Advanced knowledge in Windows 10, Microsoft Outlook Client, MS-Office O365, Macintosh support will be added advantage
Good understanding and familiar with collaboration technologies like Teams, Zoom
Demonstrate knowledge in the support of workstations, and related components
Ability to prioritize effectively and work with a sense of urgency
Excellent communication and interpersonal skills
A team player, enjoys working in a dynamic, multi-cultural team and complex business environment
