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[LPS] Service Desk Analyst

Lenovo

2.6

(5)

Multiple Locations

#WD00077241

Position summary

: LNVGY).

This transformation together with Lenovo's world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit https://www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

You Will

  • 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

You Bring

Proficiency of the following software/applications

Microsoft OS and Microsoft Office Applications Internet Browsers (Edge, Chrome, Firefox, etc.) Adobe Reader, Java RE Intranet web-based applications SAP GUI, SAP Fiori Anti-virus software VPN software Wireless software Patch Management Software

  • Higher Nitec/ Diploma in Information Technology or its equivalent

  • At least 1 years of relevant working experience in helpdesk and both onsite and remote support with strong customer focused support mindset

  • Service oriented and collaborative approach to meet Service Level Agreements

  • Excellent communicator at all levels.

  • Excellent analytical troubleshooting skills with the ability to resolve problems methodically and logically

  • Good written and communication skills with a high standard of user training documentation and technical procedure

  • Enthusiastic and approachable

  • Good problem-solving skills and a pro-active, team player

Additional Locations:

  • Singapore - Central Singapore - Singapore

  • Singapore - Central Singapore - SINGAPORE