{"id":1390806,"url":"https://alion.io/job/hp-inc-customer-solution-center-rep-5-technical","title":"Customer Solution Center Rep 5 - Technical","company":{"id":72,"name":"HP Inc.","domain":"hp.com","url":"https://alion.io/company/hewlett-packard","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":82,"open_postings":112,"ghost_share":0,"stale_share":0.705,"repost_share":0,"time_to_fill_p50_days":22,"computed_at":"2026-09-29T05:45:00Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9000,"max_usd":21000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2623},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-09-28T11:28:48Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-09-29T08:51:54Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Customer Solution Center Rep 5 - TechnicalDescription -\nRole Overview:\nThe 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.\nKey Responsibilities:\nTeam Leadership & Supervision:\nLead and mentor a team of service desk technicians, providing guidance on technical issues.\nOversee the day-to-day operations of the service desk, ensuring SLAs are met for response and resolution times.\nAct as an escalation point for complex technical issues, providing advanced troubleshooting support.\nConduct regular performance reviews, monitor team metrics, and provide feedback to ensure continuous improvement.\nTechnical Expertise:\nProvide hands-on support for critical incidents and ensure efficient problem resolution.\nTroubleshoot and resolve hardware, software, network, and system issues that are escalated from Level 1 and 2 technicians.\nCollaborate with other IT teams (network, infrastructure, applications) to resolve multi-tiered technical issues.\nService Desk Operations:\nEnsure service desk processes and procedures are followed, driving adherence to ITIL (Information Technology Infrastructure Library) best practices.\nAnalyse and report on service desk performance, using metrics such as ticket volume, resolution times, and user satisfaction.\nManage and prioritize incoming service desk requests, incidents, and escalations in line with business-critical priorities.\nCustomer Service & Communication:\nEnsure a high level of customer satisfaction through prompt, courteous, and effective communication with users.\nManage stakeholder expectations and ensure regular updates are provided for ongoing issues or projects.\nProvide end-user training and support documentation as necessary.\nUOB Service Desk - Technical lead\nEducation & Certifications:\nBachelor’s degree in information technology, Computer Science, or related field preferred and relevant certifications (e.g., ITIL, CompTIA A+, Microsoft) are a plus.\nExperience:\n3-4 years of experience in IT service desk as an SME or technical support roles.\nProven leadership experience, ideally in a service desk or technical support environment.\nHands-on experience with IT service management tools such as ServiceNow, BMC Remedy, or similar.\nStrong technical knowledge of IT systems, hardware, and software, including Windows, macOS, networking, and cloud services.\nSkills:\nExcellent troubleshooting and problem-solving abilities in a range of IT systems and environments.\nStrong organizational and multitasking skills, with the ability to manage multiple priorities effectively.\nExceptional communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.\nDemonstrated ability to lead, motivate, and develop a technical support team.\nOther\nAbility to work in a fast-paced, dynamic environment.\nAvailability for on-call rotation or after-hours support as needed.\nJob -\nServicesSchedule -\nFull timeShift -\nNo shift premium (India)Travel -\nRelocation -\nEqual Opportunity Employer (EEO)-\nHP, 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).\nPlease 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.\nFor more information, review HP’sEEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal \"","description_format":"text","description_chars":4235,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["Laptops","Computer Peripherals","3D Printers & Additive Manufacturing","Printers & Scanners"],"lifecycle":[{"event":"open","at":"2026-09-28T11:28:48Z"}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":0,"expected_fill_days":22,"reasons":["conf:2","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-09-29T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/hp-inc-customer-solution-center-rep-5-technical","json_url":"https://alion.io/job/hp-inc-customer-solution-center-rep-5-technical.json","meta":{"generated_at":"2026-09-30T05:16:25Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3657,"day_limit":5000,"remaining_today":1343,"minute_limit":60,"resets_at":"2026-10-01T00:00:00Z"}}}