Job Description

What\'s your role Provide high quality L1 infrastructure support to Trading users in a highly demanding environment via communication channels such as email, phone calls, walk-ins, instant messaging and perform remote support. Troubleshoot and resolve infrastructure issues relating to hardware, network, Windows 7/10 operating system, Microsoft Office 365 and trading related applications. Ensure all issues are logged and take responsibility for ticket closure and timely resolution, escalating decisively where required. Work closely with various support teams within Trading and 3rd-party Integrated Support Providers (ISPs) to meet trading users\' requests and issues. Liaise with vendors for hardware acquisitions and services, request for quotations, purchase orders and ensure deliverables are all met. Coordinate the onboarding of new trading users in access permissioning and hardware setup, train and familiarize users with Trading setup and all IT essentials. Plan / coordinate / physically assist on desk movement and setup computer hardware, network points, telephones and dealer phones, working closely with various vendors and ensure minimum disruption to the users. Equipped with data analytical skills to analyze and to create reports or powerapps to steamline manual processes and bring efficiency to the ground. Manage and lead small projects ensuring objectives and deadlines are met. Coordinate smartphone purchases, replacements / loan sets , troubleshoot issues for trading environment Ensure business continuity and disaster recovery readiness at all times, participates in situation tests. Prepare and communicate system outages and maintenance notices in clear and concise sentences. Document and update all technical support processes and user guides.Comply with Trading Compliance, Security IT and Shell IT policies and IRM guidelines. Provide remote IT Support for other trading locations for coverage through emails and IT hotline. What we need from you Minimum of 2- 3 years of desktop support experience. Any engineering bachelors degree. Experience with call-logging systems (e.g. Service Manager / ServiceNow) Excellent time management, customer-facing, interpersonal and communication skills Some form of data analytics skills and have experience in PowerApps/ PowerBi / Power Automate. Ability to deal with business and IT management at all levels. Ability to work in a highly pressured environment and respond effectively to urgent customer needs Knowledge of support processes and ITIL certification a plus delivers results. COMPANY DESCRIPTION Shell is a global energy company where we work towards powering progress through more and cleaner energy solutions. We use advanced technologies and take an innovative approach to help build a sustainable energy future. In India Shell has its businesses footprint in Information Technology, Projects & Technology, Finance Operations, Integrated Gas, Downstream & Upstream spread across more than 7 main locations. An innovative place to work There\'s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change. Join us and you\'ll add your talent and imagination to a business with the power to shape the future - whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently. An inclusive place to work To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we\'re nurturing an inclusive environment - one where you can express your ideas, extend your skills and reach your potential. We\'re creating a space, where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we\'ll take it from there. We\'re closing the gender gap - whether that\'s through action on equal pay or by enabling more women to reach senior roles in engineering and technology. We\'re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity. We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application. A rewarding place to work Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice. We\'re huge advocates for career development. We\'ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.

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