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Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world's largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo's continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere.
Description and RequirementsYou will:
Incident and Request Management:
• Act as the first point of contact for users reporting IT issues via phone, email, or ticketing system.
• Log, categorize, and prioritize incidents and service requests in the IT Service Management (ITSM) tool.
• Troubleshoot and resolve issues related to hardware, software, networks, and accounts within agreed SLAs.
• Escalate unresolved incidents to second-line or third-line support teams.
User Support and Customer Service:
• Provide timely updates and ensure clear communication with end users throughout the resolution process.
• Assist with onboarding new employees, including setting up user accounts, devices, and software.
• Maintain a high level of customer satisfaction through professional and courteous interactions.
Knowledge Management:
• Document solutions and workarounds in the knowledge base for future reference.
• Stay up to date with new technologies and tools to enhance support capabilities.
Compliance and Reporting:
• Adhere to organizational policies, procedures, and IT security standards.
You bring:
Education and Experience:
• 1-3 years of experience in a Customer Service, Service Desk or IT Support role.
Technical Skills:
• Proficiency in troubleshooting Windows, macOS, and mobile devices.
• Familiarity with Office 365, and remote support tools.
• Basic understanding of Computer Skills & networking concepts.
• Experience using ITSM tools Helix.
Soft Skills:
• Strong problem-solving and analytical abilities.
• Excellent verbal and written communication skills.
• Customer-centric approach with the ability to manage difficult situations calmly.
• Team player with a proactive attitude.
Key Performance Indicators (KPIs):
• First Call Resolution (FCR) rate.
• Average resolution time for incidents.
• Customer satisfaction (CSAT) scores.
• Adherence to SLAs for incident and request resolution.
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