Lenovo

This role, SMO (Services Management Office) will provide Service Coordination and assist the Service Delivery Manager deliver an efficient service to Lenovo Managed Services customers.

Responsibilities:

• Oversee installation and setup of Desktop, Laptop and Tablet devices
• Management of incidents and requests for DaaS customers
• Monitoring and managing inventory levels
• Working on escalations from the customers supporting teams, as well as specific cases identified by the Premier Technical Support Team and Technical Account Managers
• Coordinates with on-site facilities and technical contacts regarding readiness and delivery issues
• Invoicing the customer and vendor for services delivered
• Develop knowledge of Lenovo product range and internal processes, identify tools and automation opportunities to improve productivity
• Ensure customer satisfaction at all times
• Processing Orders for New devices, re-deploying devices
• Prepare documentation to record and track SLA performance and other reporting requirements
• Provides technical feedback on process issues to improve overall service delivery

What we expect from You:

• 3+ years of operational experience in a technology field or IT related field is required
• Fluent in English Language & Communication Skills
• Proven experience in a customer operations role, preferably in a demanding environment.
• Analytical mindset with the ability to prioritise busy workload
• Proficiency in customer relationship management (CRM) software, order management systems, and other relevant tools.
• Knowledge of e-commerce and supply chain processes is desirable.

 

What Lenovo can offer you:

• 3 sick days per year
• Additional vacation days
• 100% sick leave compensation up to 2 months per year
• A broad selection of soft and hard skills trainings and individual mentoring
• 1:1 contribution to the Third Pillar Pension System
• Home office flexibility upon team agreement