5 Job Description for the Position : Role-based responsibilities: - Floor-walking the Trade-floor - Assist Traders on the trade-floor - Troubleshoot trade-floor specific applications Primary 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 Need to have below knowledge to get the below tasks carried out in all Countries and locations: 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. Technical Skills: 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. Effective communication in English and local languages or one of European Language is mandatory Business Skills: Management of the Region Ability to interact with customers so as to ensure that the service is polite, efficient and responsive To work through issues analytically to a successful conclusion 6 Skills, Experience and Qualification Required for the Position : • Minimum Qualification – Graduate o Experience 5 years' experience with 3 years in similar or related role. o Ideal candidate would be expected to have a good understanding of IT Infrastructure and Vendor Management. o Microsoft Certified professional will be preferred o ITIL certification would be preferred • Good mix of Transition (External customer), Delivery and project experience in EUC and FSO environment. • Candidate should have good understanding of Desk side desktop Management, maintenance, deployment and vendor management. • Should have very strong written and oral communication skills • Flexibility with respect to time – client deliverables need to be met with a Can do attitude • Excellent problem solving / quantitative/ analytical skills • Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels • Experience of managing and leading a geographically and culturally diverse team • A significant travel is expected on the job – hence should be willing to work in such a role. Willing to travel if required • Willing to work in shifts and provide standby / on-call support • Location of work will be the client offices in the respective geography / location. Flexibility in relocation based on job requirements will be desired.. Location : London