Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

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. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

• Act as first point of contact and first responder for IT incidents reported by end users, via email, phone, and other online channels as required
• Log calls in the Service Desk management tool to ensure incidents and requests are managed in a timely manner and escalated using the correct procedures.
• Perform Level 1 troubleshooting with First Call Resolution using remote assistance tools (e.g. Bomgar).
• Log and track with resolver groups on their respective tickets
• Manage End-to-End ticket life cycle, monitor relevant metrics (e.g., Service Level Agreement) and ensure proper ticket closure based on industry best practices - Information Technology Infrastructure Library (ITIL)
• Answer calls in an appropriate manner with proper ticket closure of received or abandoned calls
• Administer BitLocker recovery pin support
• Administer onboarding 2FA registration
• Perform grant and removal of access to network shared drive
• Update and review basic troubleshooting questionnaires on Level 1 support
• Produce and maintain technical documentation and articles for the knowledge base

1. Proficiency of the following software/applications
2. Microsoft OS and Microsoft Office Applications
3. Internet Browsers (Edge, Chrome, Firefox, etc.
4. Adobe Reader, Java
5. Intranet web-based applications
6. SAP GUI, SAP Fiori
7. Anti-virus software
8. VPN software
9. Wireless softwarePatch Management Software
10. Higher Nitec/ Diploma in Information Technology or its equivalent
11. At least 1 years of relevant working experience in helpdesk and both onsite and remote support with strong customer focused support mindset
12. Service oriented and collaborative approach to meet Service Level Agreements
13. Excellent communicator at all levels.
14. Excellent analytical troubleshooting skills with the ability to resolve problems methodically and logically
15. Good written and communication skills with a high standard of user training documentation and technical procedure
16. Enthusiastic and approachable
17. Good problem-solving skills and a pro-active, team player