General Information

Req #
WD00069783
Career area:
Services
Country/Region:
Hong Kong
City:
Hong Kong
Date:
Wednesday, October 9, 2024
Working time:
Full-time
Additional Locations: 
* Hong Kong

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

1. Provide 7x24 omni-channel IT support to end-users:  

- Respond to incoming inquiries via phone, email, chat, or online ticketing system  

- Diagnose and resolve common IT-related issues in a timely manner

2. Case management:  

- Log and track support cases in the ticketing system  

- Follow up on open cases until final resolution  - Escalate complex issues to the appropriate IT team or subject matter experts  

3. Remote troubleshooting and problem-solving:  

- Perform remote diagnostics and troubleshooting to identify and resolve issues  

- Provide step-by-step guidance to users to help them resolve problems independently  

4. Stakeholder coordination:  

- Collaborate with internal teams (e.g., Service Management, Infrastructure Support, Internal IT etc) to ensure seamless issue resolution  

- Liaise with external vendors or service providers as needed

Additional Locations: 
* Hong Kong
* Hong Kong
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