Customer Solution Rep Technical

Description -

Core Responsibilities:

First Point of Contact: As the first point of contact for end-users ServiceDesk engineer is responsible for receiving documenting and prioritizing requests and incidents.

Ticket Management: A ServiceDesk engineer is responsible for managing the ticket queue ensuring that tickets are properly categorized assigned and tracked to resolution.

Troubleshooting and Support: A ServiceDesk engineer is responsible for providing technical support to end-users troubleshooting issues and resolving incidents within established service level agreements (SLAs).

Communication and Customer Service: A ServiceDesk engineer is responsible for maintaining communication with end-users providing updates on incident status and resolution and ensuring a high level of customer satisfaction is maintained.

Knowledge Management: A ServiceDesk engineer is responsible for maintaining and updating a knowledge base of common issues and their solutions to improve efficiency and reduce resolution time.

Escalation Management: A ServiceDesk engineer is responsible for escalating incidents to appropriate levels of support when necessary and ensuring that escalation paths are clearly defined and followed.

Monitoring and Reporting: A ServiceDesk engineer is responsible for monitoring the health of IT systems alerting appropriate support teams to issues and producing regular reports on incident trends and resolution times.

Documentation and Process Improvement: A ServiceDesk engineer is responsible for documenting incident resolution procedures identifying areas for process improvement and contributing to the development and maintenance of IT service management (ITSM) processes and policies.

Other Mandatory Responsibilities:

Flexible to work in 24/7 rotational shifts to support End users and to monitor the health of IT Systems. Provide client IT support and technical issue resolution via E-Mail phone and other electronic medium 24/7/365 days within agreed SLA and standards. Support Clients / Internal Server - Network Infrastructure and coordinate with Service Owners / vendors for issues resolution and reporting. Manage IT ServiceDesk tickets within SLA with minimal functional escalation. Assess recurring incidents and provide feedback on the accuracy of the Known Errors. Follow standard operating procedures (SOPs) Change Management Processes (CRP) and Problem Handling Procedures (PHP). Perform Windows (IT) / Core System operational tasks and report (E.g. Backups Citrix VMWare Antivirus reports etc. Perform operational tasks and business processes with 100% quality. Maintain and manage checklists standard reports etc. Provide out-of-hours support when required. Create update document/procedures etc. Liaise with external suppliers / vendors. Liaise with internal customers. Undertake any other duties commensurate with grade and job title requested by Line Manager or above. As nominated Risk Champion for your function work alongside the Risk function in developing and maintaining a risk management agenda acting both to ensure the necessary levels of transparency for potential risks and promoting a positive culture of awareness and accountability throughout yourfunction. Maintain the companys compliance standards and ensure timely completion of all mandatory on-line training modules and attestations. Performs moderately complex and varied tasks. Guides and trains junior team members.

Experience Requirements:

Ready to work from office and rotational shift. Ready to work on weekends. Should not have stability issue. Experience of working in a Windows/Citrix and/or Applications service support role is essential.

Operating Systems: Experience in supporting and troubleshooting various operating systems such as Windows & MacOS.

Software Applications: Familiarity with a range of software applications including productivity tools (e.g. Microsoft Office Suite) email clients and web browsers.

Remote Access: Experience in remote access technologies such as Remote Desktop Virtual Private Network (VPN) and Remote Assistance. Incident Management Knowledge Management and Service Request fulfilment. Experience in working with BMC Remedy/Helix (user level) or an equivalent ITSM system is best practices trained or certified.

Education & Experience Recommended
High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
Typically has 4-6 years of related work experience preferably in remote support telephone support technologies and customer environments or a related field.

Preferred Certifications
NA

Knowledge & Skills
Active Directory
Agile Methodology
Automation
Computer Hardware
Computer Science
Desktop Support
Help Desk Support
Information Technology Infrastructure Library
Issue Tracking
IT Service Management
Microsoft Office 365
Microsoft Windows 10
Operating Systems
Peripheral Devices
Scripting
ServiceNow/BMC Remedy/Helix
Technical Support
Windows Servers

Cross-Org Skills
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity

Impact & Scope
Impacts multiple teams and acts as a project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
Works on assignments that are moderately complex in nature and require intermediate problem resolution.

Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties skills responsibilities knowledge etc. These may be subject to change and additional functions may be assigned as needed by management.

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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 HPsEEO Policy or read about your rights as an applicant under the law here: Know Your Rights: Workplace Discrimination is Illegal