General Information

Req #
WD00034889
Career area:
Services
Country/Region:
India
State:
Karnataka
City:
BANGALORE
Date:
Saturday, December 10, 2022
Working time:
Full-time
Additional Locations
Bangalore - Karnātaka - India
BANGALORE - Karnātaka - India

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions—not just the select few—experience our version of a smarter future.

The one thing that’s missing? Well… you...

Description and Requirements

·        Strong Technical Skills related to Operating systems such as MS, Linux & IOT

·        Strong organizational and communication skills

·        Independent and Self-motivated

·        Design, implement and manage the End User Escalations related to Computing environment

·        Good understanding of Technical KPI’s namely, RRR, RDR, PPSN, PPD

·        Work in collaboration with TAM, L3, Product managers to Study Technical Failures and assist with  Solution to L1’s in Premier Support.

·        Aggressively Scrub, Analyze, implement steps & Drive actions to meet the assigned Technical KPI Targets for Premier Support.

·        Training and coaching of the Premier support Team on the known issues, new technical updates, and assess for progressive learning.

·        Perform L2/L3 Support function for Desktop/Laptop/Workstation/Smart office-related escalations

·        Evaluate End User Computing technology and build the roadmap to provide quick and best solution to Grieving customer issues.

·        Experience in managing both voice & non voice processes

·        Good Knowledge of SCCM workings.

·        Assist Premier support TAM / Manager in driving Schedules, SLA for customers.

·        Drive FOP, FTR & OSAT as the Primary KPI for the premier Support Team.

·        7-10 years of experience in the IT service industry with a minimum of 6 years in technical support management, including people management

·        Background in the development and management of remote support groups

·        Bachelor's Degree in computer science, IT or equivalent discipline.

·        Minimum 7-10 years Contact Centre experience in Desktop / Laptop / Workstation & Smart Office Device Support function.

·        Strong organizational and communication skills

·        Independent and Self-motivated.

·        Team player

·        Extensive expertise in developing metrics to measure the effectiveness of technical support

·        Familiarity with operations and management environments within large enterprise customers and/or service providers is desirable

·        Familiarity with MSD or incident tracking and management systems such as Siebel, Remedy, Clarify, etc

·        Track record of accomplishment and effectiveness within organizations

·        Desire to work in a fast-paced, challenging environment

·        Experience in a highly analytical, results-oriented environment.

·        Proven analytical skills and demonstrated ability to manage the business “by the numbers”. Must be metrics driven. Attention to detail and capability to work on multiple projects in parallel

·        Good written and oral communications and interpersonal skills

·        Demonstrated high levels of customer focus.

·        Demonstrated highest level of integrity, honesty, and strong work ethic.

·        Sharp, analytical, and thoughtful. Thoroughly thinks through problems to come up with solutions.

·        Proven ability to successfully thrive in an ambiguous environment and changing conditions.

·        Takes initiative. Doesn't wait to be asked. Plans efficiently while avoiding analysis paralysis.

·        Consistent effort, intense commitment, and willingness to go above and beyond when needed.

·        Strong team player, acts like an owner, and ultimately focused on delivering results with high standards.

TO BE DELETED - Multiple Cities (OLD)
* BANGALORE - Karnataka - India
Multiple Countries (Posting Locations)
India
Multiple States (Posting Locations)
Karnātaka
Multiple Cities (Posting Locations)
Bangalore - Karnātaka - India, BANGALORE - Karnātaka - India