Customer Solution Center Rep 5 - Technical

Description -

Role Overview:

The Service Desk Tech Lead is responsible for overseeing the daily operations of the service desk team, ensuring timely and effective resolution of IT-related issues for users. The role combines hands-on technical expertise with leadership responsibilities, guiding the team to deliver high-quality support services, drive continuous improvements, and align with company objectives.

Key Responsibilities:

Team Leadership & Supervision:

• Lead and mentor a team of service desk technicians, providing guidance on technical issues.
• Oversee the day-to-day operations of the service desk, ensuring SLAs are met for response and resolution times.
• Act as an escalation point for complex technical issues, providing advanced troubleshooting support.
• Conduct regular performance reviews, monitor team metrics, and provide feedback to ensure continuous improvement.

Technical Expertise:

• Provide hands-on support for critical incidents and ensure efficient problem resolution.
• Troubleshoot and resolve hardware, software, network, and system issues that are escalated from Level 1 and 2 technicians.
• Collaborate with other IT teams (network, infrastructure, applications) to resolve multi-tiered technical issues.

Service Desk Operations:

• Ensure service desk processes and procedures are followed, driving adherence to ITIL (Information Technology Infrastructure Library) best practices.
• Analyse and report on service desk performance, using metrics such as ticket volume, resolution times, and user satisfaction.
• Manage and prioritize incoming service desk requests, incidents, and escalations in line with business-critical priorities.

Customer Service & Communication:

• Ensure a high level of customer satisfaction through prompt, courteous, and effective communication with users.
• Manage stakeholder expectations and ensure regular updates are provided for ongoing issues or projects.
• Provide end-user training and support documentation as necessary.

Education & Certifications:

• Bachelor’s degree in information technology, Computer Science, or related field preferred and relevant certifications (e.g., ITIL, CompTIA A+, Microsoft) are a plus.

Experience:

• 3-4 years of experience in IT service desk as an SME or technical support roles.
• Proven leadership experience, ideally in a service desk or technical support environment.
• Hands-on experience with IT service management tools such as ServiceNow, BMC Remedy, or similar.
• Strong technical knowledge of IT systems, hardware, and software, including Windows, macOS, networking, and cloud services.

Skills:

• Excellent troubleshooting and problem-solving abilities in a range of IT systems and environments.
• Strong organizational and multitasking skills, with the ability to manage multiple priorities effectively.
• Exceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Demonstrated ability to lead, motivate, and develop a technical support team.

Other

• Ability to work in a fast-paced, dynamic environment.
• Availability for on-call rotation or after-hours support as needed.

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"