Lenovo

Key Objectives of Position:

The Service Desk Analyst – Level 1 acts as the first point of contact for our customer’s end users’ IT needs. Triaging issues, raising tickets and escalating tickets and ensuring the end users are confident their issues are in good hands.

Day-To-Day Tasks:

• Receive and handle incidents (presented as phone calls, emails or webchat) and request for services following agreed procedures.
• Identify and classify incident and request types in accordance with the published Standard Operating Procedures (SOPs).
• Ensure all incidents and requests are recorded in Lenovo’s ITSM system (create tickets).
• Triage each inbound communication and ensure that there is a clear understanding of the issues being reported and that the ticket details are complete as per agreed processes.
• Allocate each ticket to the appropriate resolver group for action.
• Communicate next steps to the end user.
• Follow all published escalation procedures to ensure timely resolution to of incidents and requests
• Manage all assigned tickets to closure

Key Competencies Needed:

• 1-2 years previous experience in either an internal or outsourced service desk operation.
• Solid technical skills with hardware and operation systems
  • Dell, Lenovo, HP, Apple hardware
  • Microsoft Windows OS
• Excellent customer communication skills, verbal and written.
• Ability to multi-task and handle pressure while keeping accuracy.
• Professional fluency in English and XXXX.