Lenovo

Role Overview

The Service Desk Analyst – Level 1.5 acts as the first level of escalation for end-user IT issues. This role owns the resolution of tickets escalated from Level 1 analysts, combining technical expertise with strong customer service skills to manage incidents and service requests through to completion.

Key Responsibilities

• Monitor escalation queues and ensure timely response in line with SLAs
• Diagnose and resolve user issues via phone, email, chat, and ITSM systems
• Guide users through troubleshooting steps using analytical and communication skills
• Leverage knowledge bases and prior experience to identify solutions
• Update and manage incidents and service requests within ITSM tools
• Escalate complex issues following established processes and assign to appropriate resolver teams
• Maintain communication with end users through resolution
• Close tickets and ensure accurate documentation
• Contribute to and enhance the knowledge base

Key Skills & Competencies

• Strong verbal and written communication skills
• Ability to engage effectively with senior management and executive stakeholders
• Strong multitasking skills with attention to detail under pressure
• Solid knowledge of PC hardware and desktop environments
• Proficiency in Microsoft OS, Microsoft 365, Google Chrome, and Apple OS
• Experience supporting mobile devices (phones, tablets)

Qualifications & Experience

• Minimum 4 years of experience in a service desk environment (internal or outsourced)
• Degree or diploma in IT or a related discipline, or equivalent certifications