Customer Solution Center Rep 5 - Technical
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Company-specific questions
- 1. Within the past 5 years, have you been employed by the federal or any state or local government or public institution within Australia, Bangladesh, Brazil, Canada, China, Ireland, Korea, Mexico, Pakistan, Philippines, Puerto Rico, Taiwan, United Kingdom, United States and/or Vietnam?
- Conflict of Interest Question 1: HP Policy prohibits employees from engaging in activities that pose a conflict(s) of interest for HP such as: - Outside employment with or receiving compensation from a customer, business partner, supplier, or competitor - Significant financial interest in a customer, business partner, supplier, or competitor held by you or a family member - Conducting business with a customer, business partner, supplier, or channel partner when someone you have a close personal or family relationship has a substantial role in that company - Close personal relationships between employees in the same organization To identify situations that may pose a conflict and be inconsistent with this policy, please advise if you would be engaging in any of the above listed situations or activities during your HP employment if you were hired into the role for which you have applied.
- Conflict of Interest Question 2: Certain Legal and ethical restrictions may apply with respect to relationships with government officials. In order to avoid even the appearance of a conflict of interest, please advise: Whether you have served or are serving in a government or public body that has regulatory authority over HP or that purchases from HP.
- Conflict of Interest Question 3: Certain Legal and ethical restrictions may apply with respect to relationships with government officials. In order to avoid even the appearance of a conflict of interest, please advise: Whether a family member or anyone with whom you have a close personal relationship is a government official with regulatory authority over HP or authority to make or influence a decision to obtain or retain HP business.
- Non-compete Question: Have you signed or accepted any agreement with a current or prior employer that includes restrictions on competition or solicitation, including, but not limited to, non-competition agreement, non-disclosure agreement, non-solicitation agreement, or are you otherwise subject to restrictions that may affect your ability to fulfill responsibilities of this HP role?
- In order to comply with the U.S. Export Control regulations, HP must conduct specific, pre-interview screenings of candidates globally. In order to conduct these screenings, we must obtain information about citizenship/permanent residency. This Information will be used for the sole purpose of US Export Control screenings and will not be considered in any way during the candidate selection process. Please indicate if you are a citizen or permanent resident of ONE OR MORE of the countries listed below, by answering 'yes'. If you are not a citizen/permanent resident of one of the countries listed below, please answer 'no'. The countries are: The countries are: Armenia, Azerbaijan, Belarus, Cambodia, China (People's Republic of China), Cuba, Georgia, Hong Kong, Iran, Iraq, Kazakhstan, Kyrgyzstan, Laos, Libya, Macao (Macau), Moldova, Mongolia, Myanmar (Burma), Nicaragua, North Korea (Democratic People’s Republic of Korea), North Sudan (Khartoum), Russia, Syria, Tajikistan, Turkmenistan, Ukraine, Uzbekistan, Venezuela, Vietnam, Yemen.
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About this role
Employer-provided description, formatted for easier reading.
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.
UOB Service Desk - Technical lead
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.
Job -
Services
Schedule -
Full time
Shift -
No shift premium (India)
Travel -
Relocation -
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 "