General Information

Req #
WD00076683
Career area:
Information Technology
Country/Region:
Singapore
State:
Central Singapore
City:
SINGAPORE
Date:
Monday, February 3, 2025
Working time:
Full-time
Additional Locations: 
* Singapore - Central Singapore - Singapore
* Singapore - Central Singapore - SINGAPORE

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

  • Act as first point of contact and first responder for IT incidents reported by end users, via email, phone, and other online channels as required
  • Log calls in the Service Desk management tool to ensure incidents and requests are managed in a timely manner and escalated using the correct procedures.
  • Perform Level 1 troubleshooting with First Call Resolution using remote assistance tools (e.g. Bomgar).
  • Log and track with resolver groups on their respective tickets
  • Manage End-to-End ticket life cycle, monitor relevant metrics (e.g., Service Level Agreement) and ensure proper ticket closure based on industry best practices - Information Technology Infrastructure Library (ITIL)
  • Answer calls in an appropriate manner with proper ticket closure of received or abandoned calls
  • Administer BitLocker recovery pin support
  • Administer onboarding 2FA registration
  • Perform grant and removal of access to network shared drive
  • Update and review basic troubleshooting questionnaires on Level 1 support
  • Produce and maintain technical documentation and articles for the knowledge base

You Bring

Proficiency of the following software/applications

  1. Microsoft OS and Microsoft Office Applications
  2. Internet Browsers (Edge, Chrome, Firefox, etc.)
  3. Adobe Reader, Java RE
  4. Intranet web-based applications
  5. SAP GUI, SAP Fiori
  6. Anti-virus software
  7. VPN software
  8. Wireless software
  9. Patch Management Software
  • Higher Nitec/ Diploma in Information Technology or its equivalent
  • At least 1 years of relevant working experience in helpdesk and both onsite and remote support with strong customer focused support mindset
  • Service oriented and collaborative approach to meet Service Level Agreements
  • Excellent communicator at all levels.
  • Excellent analytical troubleshooting skills with the ability to resolve problems methodically and logically
  • Good written and communication skills with a high standard of user training documentation and technical procedure
  • Enthusiastic and approachable
  • Good problem-solving skills and a pro-active, team player

Additional Locations: 
* Singapore - Central Singapore - Singapore
* Singapore - Central Singapore - SINGAPORE
* Singapore
* Singapore - Central Singapore
* Singapore - Central Singapore - Singapore , * Singapore - Central Singapore - SINGAPORE
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