ISG Technical Support POD Coordinator




Multiple Locations


Position summary


Description and Requirements

This role could be open in Slovakia, Bulgaria or Scotland.

This a technical role within the Lenovo's ISG Technical Support team based in Glasgow, United Kingdom. In this role you will be delivering best in class support to Lenovo's ISG customers; both internal and external. As the POD (Point of Distribution or Point of Dispensing) Coordinator your primary responsibility will be leading the team to meet and exceed the primary KPIs of the business and identify and lead initiatives against the Must Win battles identified by senior management.

In this role, you will be based in our Glasgow office with our ISG Technical Support team and directly reporting to Technical Support Manager. This is a Face-to-Face responsibility, expectations of you will be in the office with Lenovo World Office attendance policy of 3:5.

Day-To-Day Tasks:

• Assist Team (POD) Members with Case backlog handling

• Ensures phone availability (Telephone Monitoring)

• Support his/her team members with smooth case handover before vacation

• Coordination to ensure continuity of service incase of unplanned absence

• Send weekly POD summary to PSC Management Team

• Is a SPOC for POD communication with back office admin and 3rd PartiesAWSPs

• Providing learning input with Quality assurance and Trainer Team

• Act as an escalation for guidance and advice to ensure CSAT is maintained at the highest level.

• Assists customers and field engineers by diagnosing problems remotely through effective troubleshooting and isolation

• Working with Technical Account Management team to monitor and tracks issues to ensure speedy resolution.

• Provides input on recurring customer problems and shares and documents information with other technical team members to mitigate repeat occurrences.

• Monitors own and POD 'open case' workload and drives to closure.

• Identify tools and automation opportunities.

• Aged backlog review, understanding and accountability to KPIs.

• RRR understanding and action point to identify, drive and track initiatives.

Key Competencies Needed:

  • 3+ years of experience in Client Technical Support roles

  • Ability to multitask, prioritise own workloads and keep within set out SLA's

  • Experience within IT Services and Working with Field Service Providers

  • Working Knowledge on Windows Operating Systems and MS Products

  • Proven ability to troubleshoot both hardware and software across client products (notebooks, desktops, tablets)

  • Business Fluent English

What Lenovo can offer You:

  • An open and stimulating environment within one of the most forward-thinking IT companies

  • Opportunities for career development & growth

  • Access to trainings for personal development

  • An international team with a high focus on Gender Diversity

  • Attractive compensation package and Performance based rewards

About Lenovo ISG Support Services
Lenovo first class Premier Support provides direct access to skilled and experienced Lenovo technicians offering comprehensive hardware and software support. Our expert troubleshooters have the advanced technical know-how and systems knowledge to quickly provide solutions and advice that will keep your hardware and software operating at optimal efficiency.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

Additional Locations:

  • Slovakia