Senior Administrator - Desk Side Services, AMT Asset Management Software

Job Summary

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 and KPI management
• Subject matter expert on end user computing, field services and third‑party partner management that supplies these services and resources for HCL
• Service provision and delivery based on SLAs, assets, call volumes, site criticality and customer requirements
• Provide services and support keeping required SLAs, KPIs and service credit penalties in mind
• Preparation of IT knowledge documents and 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 third‑party partners and manage the services provided and relationships
• Review with delivery managers
• Periodic reviews with customer and vendors
• MIS and reporting

Good understanding of end user computing IT infrastructure devices to enable understanding of process and requirements – desktops, laptops, printers, handhelds and smartphones. Good understanding of Microsoft Windows desktop operating systems and business productivity applications such as Office. This is to enable understanding of process and requirements when assessing and collecting process requirements and relaying them.

• Knowledge of service desk operation and tools; understand service desk ticket concepts in categorization, priorities, workflows for all types of calls such as Break‑Fix, IMAC, service request, problem, change management
• Knowledge of MS Office and Microsoft Project
• Experience in partner management and relationship handling
• Taking ownership of issues through to resolution on all appropriate incidents and requests
• Ability to work in a project‑based environment requiring flexibility and teamwork
• Good understanding of end user computing IT infrastructure devices as above
• Good understanding of Microsoft Windows desktop operating systems and Office

Good understanding of end user computing IT infrastructure devices, Microsoft Windows desktop OS and business productivity apps – to understand process and requirements when assessing and collecting process requirements and relaying them.