Job Summary
Job Summary : - Floor-walking the Trade-floor - Assist Traders on the trade-floor - Troubleshoot trade-floor specific applications
Job Responsibilities : • Understanding of Desk side Support Management duties and processes • Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL. • Strong understanding and skills in SLA, KPI Management • the subject matter expert on End User Computing, Field Services and awareness of Third Party Partner Management that are also supplying these services and resources for HCL • Service provision and delivery based on SLA’s, Assets, Call Volumes, Site criticality and customer requirements. • Providing Services & support keeping required SLA’s, KPI’s, Service Credit Penalties in mind. • Preparation of IT Knowledge documents & SOPs on EUC and FSO processes and technical support. • Highlight Risks, Issues and action logs with management and seek sign offs. • Work closely with Support teams and our Third Party Partners and manage service provided and relationships. • Review with the Delivery Managers • Periodic reviews with Customer and Vendors • MIS and Reporting
Job Description : Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements – Desktops, Laptops, Printers, Handhelds, Smartphone etc. \\\\r\\\\n Good understanding of skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office. Again this is to enable understanding of process and requirements when assessing and collecting process requirements and relaying them.\\\\r\\\\n
Key Responsibilities
NA
Skill Requirements
Skill Requirement : Should have knowledge on Service Desk operation and tools Understand Service Desk Ticket concepts in Categorization, Priorities, Work Flows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc. Should have knowledge on MS Office and Microsoft project Should have knowledge and experience on partner management and relationship handling Taking ownership of issues through to resolution on all appropriate incidents & requests. This position requires the ability to work in a project-based environment also requiring flexibility and teamwork. Performs other duties as assigned. Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements – Desktops, Laptops, Printers, Handhelds, Smartphone etc. Good understanding of skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office. Again this is to enable understanding of process and requirements when assessing and collecting process requirements and relaying them.
Other Requirements
Other Requirement : Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements – Desktops, Laptops, Printers, Handhelds, Smartphone etc. Good understanding of skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office. Again this is to enable understanding of process and requirements when assessing and collecting process requirements and relaying them.