وصف الوظيفة
Role Overview
Specialist - VIP Support at Qiddiya Investment Company. Lead executive and VIP support to minimize downtime, deliver proactive device health, and ensure white-glove communications and escorts during critical events.
Role Purpose
Provide tailored, high-touch technical support to executives and VIPs, maintaining device health, preventing incidents, and delivering exceptional service during critical business events and engagements.
Key Responsibilities
Executive Support & Responsiveness
- Operate tailored models, escort procedures, and rapid response to protect executive productivity.
- Manage concise, expectation-setting updates and advisories for VIPs during incidents and maintenance.
- Drive Level 1.5/SME engagement; track outcomes and feedback to raise satisfaction.
Device Health & Prevention
- Orchestrate proactive device health checks, patch status, and performance reviews to prevent incidents.
Event & Peak-Period Coverage
- Coordinate event coverage, peak-period protection, and on-site readiness for board and leadership engagements.
Security & Access Control
- Ensure confidentiality and privileged-access controls for VIP environments.
Performance Tracking & Improvement
- Track VIP CSAT, response and restore times, and proactive action completion; implement improvements.
Qualifications & Experience
- Bachelor's degree in IT, Computer Science, or related field.
- 2+ years of experience, preferably with majority in end-user support.
- ITIL or equivalent preferred.
- Experience in VIP support in large, multi-vendor enterprises preferred.
- Experience in entertainment entities preferred.
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