At a Glance
- Tasks: Provide top-notch VIP IT support and ensure seamless incident resolution.
- Company: Join a leading tech firm known for its exceptional service culture.
- Benefits: Competitive pay, flexible hours, and valuable experience in a dynamic environment.
- Other info: 3-month contract with opportunities to grow your skills in a fast-paced setting.
- Why this job: Be the go-to person for VIP clients and make a real difference in their tech experience.
- Qualifications: Bachelor's degree in IT or related field and proven service desk experience.
The predicted salary is between 31500 - 38500 £ per year.
***3 MONTH FIXED TERM CONTRACT***
UST are currently recruiting for highly skilled and customer-focused VIP Service Desk Specialist to support one of our flagship clients.
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 maintaining high user satisfaction. The role requires strong technical expertise, excellent communication skills, and a commitment to delivering a white-glove service experience.
Key Responsibilities:
- 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.
VIP Service Desk Support-White Glove-(Associate III - Cloud Infrastructure Services) in London employer: UST
As a Salesforce Delivery Lead in London, you will join a dynamic and innovative team within the Financial Services sector, where your expertise will drive impactful technology initiatives. Our hybrid work culture promotes flexibility while fostering collaboration, and we are committed to your professional growth through continuous learning opportunities and mentorship. With a focus on Agile practices and high-performance teams, we offer a rewarding environment that values your contributions and encourages meaningful engagement with stakeholders.
StudySmarter Expert Advice🤫
We think this is how you could land VIP Service Desk Support-White Glove-(Associate III - Cloud Infrastructure Services) in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like UST.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like UST. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace VIP Service Desk Support-White Glove-(Associate III - Cloud Infrastructure Services) in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to UST.
How to prepare for a job interview at UST
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in UST's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services UST offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
