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Jobs or company...

Service Desk Analyst

Salary undisclosed

Apply on

Indeed MY

Availability Status

This job is expected to be in high demand and may close soon. We’ll remove this job ad once it's closed.

Original
Simplified

General Information

Req #
WD00076321
Career area:
Information Technology
Country/Region:
Malaysia
State:
Wilayah Persekutuan Kuala Lumpur
City:
Kuala Lumpur
Date:
Tuesday, December 17, 2024
Working time:
Full-time
Additional Locations:
  • Malaysia

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).


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 www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

You 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.


#LPS


Additional Locations:
  • Malaysia
  • Malaysia
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