Lenovo

Role Overview

The Service Desk Analyst – Level 1 is the first point of contact for end users, responsible for triaging issues, logging tickets, and ensuring a smooth and professional support experience. This role plays a critical part in ensuring users have confidence their issues are being handled efficiently and effectively.

Key Responsibilities

• Receive and manage incidents via phone, email, and webchat in line with established procedures
• Accurately log all incidents and service requests in Lenovo’s ITSM system
• Triage inbound requests, ensuring clear issue definition and complete ticket documentation
• Classify incidents and requests according to standard operating procedures (SOPs)
• Assign tickets to appropriate resolver groups for action
• Communicate next steps and updates to end users
• Follow escalation procedures to ensure timely resolution
• Manage assigned tickets through to closure

Key Skills & Competencies

• Strong customer communication skills (verbal and written)
• Ability to multitask and work effectively under pressure while maintaining accuracy
• Solid technical knowledge of hardware and operating systems, including:
  • Dell, Lenovo, HP, and Apple devices
  • Microsoft Windows operating systems

Qualifications & Experience

• 1–2 years of experience in a service desk environment (internal or outsourced)
• Diploma or degree in an IT-related discipline, or equivalent certifications