Job Description

Service Desk AnalystGeneral InformationReq #WD00076321Career area:Information TechnologyCountry/Region:MalaysiaState:Wilayah Persekutuan Kuala LumpurCity:Kuala LumpurDate:Tuesday, December 17, 2024Working time:Full-timeAdditional Locations:

• Malaysia

Why Work at LenovoWe 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).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 , and read about the latest news via our .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.

Language Skills:

• English
• Cantonese
• Mandarin

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.

#LPSAdditional Locations:

• Malaysia

• Malaysia

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