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.
- 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"
