VIP IT Support Specialist Nexcel

Responsibilities:

• Serve as the primary IT contact for VVIP and VIP users, including executives management C suit.
• Take full ownership of VIP support cases, ensuring all issues and requests are managed from initiation to resolution.
• Provide prompt, high-quality technical support for hardware, software, mobile devices, and collaboration tools.
• Ensure all VIP incidents and requests are logged, tracked, and resolved within agreed service levels.
• Prioritize and manage VIP tickets to ensure minimal disruption to business operations.
• Escalate unresolved issues to appropriate technical teams and follow up until closure.
• Communicate effectively with VIP users regarding the status and resolution of their issues.
• Monitor VIP user systems and proactively address potential issues before they escalate.
• Conduct regular health checks on VIP devices and critical applications.
• Ensure high availability of IT services and systems for VIP users, minimizing downtime and service interruptions.
• Implement and recommend preventive measures and redundancy solutions to enhance system reliability and user experience.
• Provide end-to-end technical support for live meetings, webinars, and virtual or hybrid events, ensuring seamless connectivity and user experience.
• Set up, test, and troubleshoot audio-visual equipment, conferencing platforms (e.g., Microsoft Teams, Zoom, Webex), and presentation tools before and during events.
• Offer on-site or remote support during workshops and corporate events, addressing technical issues in real time.
• Coordinate with event organizers and presenters to ensure all IT requirements are met.
• Document event support activities and provide post-event technical feedback for continuous improvement.
• Deliver exceptional customer care experience, ensuring VIP users feel valued and supported.
• Communicate clearly, empathetically, and effectively with users at all levels.
• Gather feedback from VIP users to identify areas for service improvement.
• Document support activities, solutions, and lessons learned for knowledge sharing.
• Participate in IT service management reviews and contribute to process enhancements.
• 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