Specialist - VIP Support

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.