Information Technology Support Specialist

Responsibilities

• Provide dedicated on-site support for VIP users during business hours.
• Offer dispatch support during non-business hours as per VIP requirements.
• Open, monitor, and close tickets on behalf of VIP users.
• Deliver personalized hardware/software support including desktops, mobile devices, and peripherals.
• Conduct basic orientation and training (≤30 minutes) on device usage and connectivity.
• Support home network setup and troubleshooting in coordination with vendors.
• Maintain strict confidentiality and discretion in all VIP interactions.
• Implement proactive engagement through regular check-ins and feedback sessions.
• Guarantee expedited response and resolution times for VIP incidents.
• Establish and follow priority escalation protocols for VIP issues.
• Provide mobile communication access to VIP support staff.
• Support technical setup for VIP special events and meetings.
• Integrate VIP support seamlessly with other IT support channels.
• Facilitate smooth hand-offs between service desk and field support.
• Assist with remote connectivity setup and troubleshooting.
• Provide training on new technologies and tools as requested.
• Monitor VIP satisfaction and document feedback for service improvement.
• Maintain VIP-specific documentation and preferences.
• Support onboarding of new VIP users and locations.
• Ensure compliance with data privacy and security protocols during VIP support.