Key Responsibilities

• Serve as the primary contact for all IT-related issues of bank’s executive management team and other VIP users.
• Deliver white-glove, priority support onsite and remotely.
• Ensure full readiness of executive workplaces, devices, and collaboration tools.
• Support executive meetings, presentations, and events, ensuring zero disruption.
• Assist with VIP onboarding/offboarding processes and device preparation.
• Take ownership of VIP incidents and requests until full resolution.
• Prioritize tasks according to strict VIP SLAs.
• Coordinate with other IT teams to ensure rapid escalation and problem solving.
• Maintain accurate ticketing records and follow ITSM processes.
• Prepare and maintain laptops, mobile devices, peripherals, and meeting room equipment.
• Ensure devices remain secure, compliant, and up-to-date.
• Support communication and collaboration tools used by VIP users.
• Follow all IT security, access control, and compliance requirements.
• Ensure confidentiality when working with sensitive information and executive data.
• Assist VIP users with secure access during travel or remote work.
• Anticipate executive needs and prevent potential IT issues.
• Maintain visibility over device condition and user experience quality.
• Contribute to continuous improvement of VIP support processes.

• 4–6 years of experience in IT Service Desk, Desktop Support, or Corporate IT.
• Previous experience supporting executives/VIP users in enterprise environments.
• Strong troubleshooting and service delivery skills.
• Solid knowledge of Windows OS, MacOS, Active Directory, M365 ecosystem, endpoint security tools, and remote support tools
• Understanding of network troubleshooting, VPN, and security policies
• Experience working under tight deadlines and high expectations.
• Excellent verbal and written communication in English.
• Strong customer orientation and service mindset.
• High level of professionalism, discretion, and confidentiality.
• Ability to remain calm and efficient during urgent issues.
• Polished, presentable, and confident when interacting with senior executives.
• Sense of ownership and responsibility for results.
• Positive, solution-focused attitude.
• Strong teamwork and cross-team collaboration skills.
• Proactive approach to identifying and preventing issues.
• Ability to manage multiple tasks and priorities simultaneously.
• Readiness to provide after-hours or weekend support for executive events.
• Strong discipline in following IT processes and documentation standards.
• Reliability, punctuality, and consistency in service delivery.