- 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. - Incident & Request Management
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. - Proactive IT Service Delivery & High Availability
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. - Support for Live Meetings, Webinars, Events, and Workshops
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. - Exceptional Customer Care & Communication
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. - Continuous Improvement & Multitasking
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
• High Availability
• Stress Management
• Problem Solving
• Fast Learner
• Solid IT Troubleshooting
• Good judgment and decision making
• Exceptional Customer Care Experience
• Multitasking
Recommended Certifications
• CompTIA A+ (or equivalent foundational IT certification)
• ITIL Foundation (preferred, for IT service management best practices)