Lenovo

Role Overview

The Field Services Fresh Analyst provides administrative and operational support to the Field Services / On-site Support team.

This role ensures the smooth execution of daily operations by coordinating service requests, maintaining accurate records in ITSM systems, organizing equipment logistics, and supporting service performance tracking. It is a customer-facing support role with a strong focus on process compliance, documentation quality, and reporting.

Key Responsibilities

• Welcome and guide users seeking walk-up or front desk technical support, capturing initial information and directing requests appropriately
• Communicate clearly with users on ticket status, next steps, and expected actions (within defined scope)
• Coordinate equipment logistics including check-in/check-out, replacements, loaners, and shipping/receiving
• Maintain accurate ticket and service records within ITSM tools
• Prepare and maintain service reports (daily/weekly), including ticket volume, SLA performance, backlog, and aging analysis
• Track and report on aged tickets, backlog health, and recurring trends
• Provide administrative support for projects, audits, and operational initiatives

Key Skills & Competencies

• Strong written and verbal communication skills
• Excellent organizational skills with high attention to detail
• Basic understanding of IT environments, including hardware and software terminology
• Familiarity with IT service management concepts and ability to use ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management)
• Proficiency with Microsoft Office tools (Word, Excel, PowerPoint)
• Ability to work in a fast-paced, customer-facing environment and support multiple priorities

Qualifications & Experience

• Experience:
  Entry-level to 2 years of experience in administrative support, service coordination, customer support, or IT support environments

• Education:
  High school diploma required; undergraduate degree in progress or completed in IT, Business Administration, Operations, or a related field is preferred