Service Desk Specialist Full Time NEW

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.

• Permanent
• 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.