Customer Solution Center Rep 5 - Technical
BengaluruFull-time3–4 yrsPosted over a month ago
Mid-level customer support role at HP in Bengaluru. Needs 3–4 years and a B.Tech, B.E. or B.Sc.
About the role
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.
What you'll do
- 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
What you need
- Customer service
- Ticketing tools
- ITIL
- Escalation handling
- ServiceNow
- Communication