IT End User Support VIP

About Swissport We are a global leader in sustainable and responsible airport services provision, renowned for our unwavering commitment to safety, operational excellence, and exceptional service, shaping a future where air travel thrives on reliability, efficiency, and experience. In 2023, with the support of more than 60,000 colleagues, Swissport provided best-in-class airport ground services for some 232 million airline passengers and handled roughly 4.7 million tons of air freight at 115 cargo centres. Across a global network that is unparalleled in the industry, Swissport served airlines at 286 airports in 44 countries across six continents. The culture of Swissport is shaped by our corporate values, which guide our actions and decision-making processes. These values are at the core of our culture, shaping our business and underpinning our commitment to measuring our impact. They capture the essence of who we are at Swissport and help us deliver value across the entire company. "Show You Care" underlines that our actions are perceived and valued from the perspective of the people around us. So, whatever we do, we do it purposefully and consciously, taking in the perspective of our colleagues, customers, and passengers. “Doing the right things” means that we do the things that are valuable to our colleagues, customers, and passengers. We are trained to do this safely and trusted to do the right thing in any given situation. "Win as a Team" highlights the importance of teamwork. Either we win as a team, or we fall as individuals. Together, we can surpass ourselves and handle any situation. These values capture the essence of who we are and our unwavering commitment to excellence, and give actionable guidance for individual behaviour of employees, leaders, and executives, serving as a compass for how to act and deliver. Job Summary: As the Senior Commercial Analyst, you will be primarily responsible to support global tenders and high value business opportunities from kick-off to closure with data sourcing, review of tender documentation and contract drafts, consolidation of internal inputs, ensure commercial decisions are based on high quality data. Designing global incentive schemes with associated conditions enabling growth and coordination of rate adjustments round up the profile. Job Summary The IT End User Support VIP is responsible for providing high-level technical support to executive and VIP users, including visitors to the office. This role ensures the seamless operation of IT services and provides personalized support to senior management and other high-priority users. The ideal candidate will possess excellent problem-solving skills, a deep understanding of IT infrastructure, and the ability to work under pressure. Job Responsibilities: Technical Support: Provide prompt and efficient IT support to VIP and executive users. Troubleshoot hardware and software issues on desktops, laptops, mobile devices, and other technology platforms. Assist with Zurich HQ based network connectivity, printer issues, and other technical problems. Ensure all meeting rooms in Zurich HQ are in full working order each day by carrying out morning checks Incident Management: Log, prioritize, and resolve incidents and service requests in the IT service management system. Escalate complex issues to appropriate IT teams or vendors when necessary. Ensure all incidents are resolved in a timely manner and in accordance with service level agreements (SLAs). IT Asset Management Procure and dispose of IT Devices per audit and IT policies. Set up and configure new hardware, software, and peripherals for all Zurich based HQ personnel. Ensure all security standards are met including patching on all Zurich based HQ devices. Manage and support video conferencing equipment in all Zurich HQ rooms. Maintain proper IT Device Inventory, including associated Asset Management processes Proactive Support: Provide one-on-one training and support to all Zurich HQ users to ensure they can effectively use IT systems and tools (including onboarding with new employees) Monitor VIP user systems proactively identify and address potential issues before they impact the user. Regularly check in with VIP users to ensure their IT needs are being met and to gather feedback. Liaise with other IT teams, departments, and external vendors to ensure cohesive support for VIP users. Communicate effectively with VIP users, keeping them informed of progress and resolution times. Documentation and Reporting: Maintain accurate and detailed documentation of all support activities, configurations, and procedures. Generate regular reports on support activities, incidents, and user satisfaction. Confidentiality and Professionalism: Handle sensitive information with the utmost confidentiality and professionalism. Maintain a high level of professionalism and discretion in all interactions. Qualifications and Competencies: Minimum of 5 years of experience in IT support, with at least 2 years supporting executive or VIP users. Proven experience with desktop/laptop troubleshooting, software support, and mobile device management. Proficiency in Windows and Mac operating systems. Strong knowledge of Microsoft Office Suite and other common business applications. Experience with network troubleshooting and basic networking concepts. Familiarity with video conferencing tools Certifications: ITIL, CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications are a plus. Excellent communication and interpersonal skills. Strong analytical, planning and problem-solving abilities and attention to detail. Ability to work independently and as part of a team. Exceptional time management and organizational skills. Ability to work and succeed in a dynamic and multi-cultural matrix organization Fluent command of oral and written English as the corporate language; knowledge of any other language would be an advantage Working Conditions: On-site minimum 4 days / week (Monday to Thursday), with expected support for remote end users On-call availability may be required to support VIP users outside of regular business hours. Fast-paced environment with a need for rapid response and flexibility. This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.