Trade Floor

Job Description for the Position

HCL Tech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term.

We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit

• Floor-walking the Trade-floor
• Assist Traders on the trade-floor
• Troubleshoot trade-floor specific applications

• 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

• 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.
• Effective communication in English and local languages or one of European Language is mandatory

• 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

• Experience 5+ years’ experience with 3 years in similar or related role.
• Ideal candidate would be expected…