Submitting more applications increases your chances of landing a job.
Here’s how busy the average job seeker was last month:
Opportunities viewed
Applications submitted
Keep exploring and applying to maximize your chances!
Looking for employers with a proven track record of hiring women?
Click here to explore opportunities now!You are invited to participate in a survey designed to help researchers understand how best to match workers to the types of jobs they are searching for
Would You Be Likely to Participate?
If selected, we will contact you via email with further instructions and details about your participation.
You will receive a $7 payout for answering the survey.
We are committed to providing exceptional 24x7 support to our customers, and this role is crucial to maintaining our high standards.
The primary responsibility of the Lenovo Service Desk Engineer role is to offer technical support and assistance to customers around the clock. This includes troubleshooting hardware and software issues, guiding users through problem-solving processes, and ensuring that all customer interactions are handled with professionalism and efficiency.
Key responsibilities include:
? Lead, mentor, and manage a team of L1 Service Desk Engineers across 24x7 operations.
1. Providing 24x7 technical support to customers via phone, email, and live chat.
2. Diagnosing and resolving hardware and software issues in a timely manner.
3. Documenting all customer interactions and technical procedures in our ticketing system.
4. Collaborating with other support team members to escalate and resolve complex issues.
5. Ensuring customer satisfaction by delivering high-quality service and support.
Process & Performance Management ? Own and continually improve Service Desk processes, including Incident, Request, Problem, and Knowledge Management. ? Define and maintain standard operating procedures (SOPs) and ensure adherence to ITIL frameworks. ? Identify and implement process improvements to optimize service quality, response times, and eAiciency. ? Collaborate with infrastructure, network, and application support teams to reduce recurring incidents and improve root cause resolution. ? Utilize metrics and analytics to identify trends, forecast demand, and drive data informed improvements.
The ideal candidate should possess strong technical knowledge, excellent communication skills, and a customer-centric attitude. Prior experience in a similar role is preferred, but not mandatory. We believe in continuous learning and development, so training will be provided as needed.
Skill Requirement
A solid understanding of both hardware and software support is crucial. This includes troubleshooting and resolving issues related to different devices and software applications. Additionally, proficiency in application support is a must, as the role frequently involves assisting users with various software applications.
Networking skills are also highly desirable. The ability to manage and troubleshoot network issues can greatly enhance the efficiency and effectiveness of our service desk operations. Furthermore, familiarity with ITIL (Information Technology Infrastructure Library) practices is preferred. ITIL knowledge helps in understanding and implementing best practices for IT service management.
The role also demands proficiency in service request and incident management. Handling service requests efficiently and managing incidents promptly ensures that our users receive timely and effective support. Access management is another key responsibility, ensuring that users have appropriate access to the necessary systems and data.
Lastly, problem management skills are essential. Identifying the root cause of issues and implementing permanent solutions helps in reducing the recurrence of problems and improving overall service quality.
You'll no longer be considered for this role and your application will be removed from the employer's inbox.