This job is with HP, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ business community. Please do not contact the recruiter directly. 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 effective 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 commu

📌 Customer Solution Center Rep 5 (Karnataka)
🏢 Hp
📍 Karnataka