Service Desk Specialist

UST

Greater London, UK

14 days ago

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Role details

Contract type

Temporary contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Job source

www.collegerecruiter.com

Tech stack

Microsoft Windows Active Directory Apple IOS Microsoft Azure Software as a Service Instant Messaging Technology Platform as a Service (PAAS) Remote Desktop Services Cisco WebEx Information Technology

Job description

UST are currently recruiting for highly skilled and customer-focused VIP Service Desk Specialist to support one of our flagship clients., * 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.

Requirements

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., * 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.