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 communication with users.
• Manage stakeholder expectations and ensure regular updates are provided for ongoing issues or projects.
• Provide end-user train

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