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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