General Information

Req #
WD00048950
Career area:
Services
Country/Region:
India
State:
Maharashtra
City:
Mumbai
Date:
Wednesday, February 1, 2023
Working time:
Full-time
Additional Locations: 
* 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

  • Drive and controls the day-to-day operations of Service Desk & Field operation KPIs.
  • Manage 24*7 Service desk Program
  • Publish team roster and handle leave management
  • Drive customized SLA deliverables for customers in-line with their SOWs
  • Work with various LAPs (Lenovo Authorized partners)
  • Bringing out the best in the team to achieve maximum performance
  • Managing the overall performance of the team
  • Exhibiting patience to appease the most difficult clients
  • Committing to exceptional customer service
  • Provide customers with a first contact resolution where possible
  • Multitasking with ease to handle the needs of various responsibilities at the same time
  • Manages the staffing through the appropriate hiring, training, monitoring & collaborating with the team.
  • Implements business initiatives, including prompt corrective action plans to enhance the performance.
  • Ensures all employees receive the appropriate training and education.
  • Deliver services that achieve expected business outcomes in line with organizational objectives
  • Identify and initiate service improvement initiatives
  • Regular performance metrics are produced, analyzed and achieved in order to identify opportunities for improvement, such as: KPIs & Operational metrics
  • Develop improvement plans to meet & exceed Customer Experience objectives
  • Interface with the other service towers and directly with the customer base on critical escalations and call resolution
  • Focus on Individual development of team members, including technical skill and professional development.
  • Lead and/or being involved in Global Strategic Initiatives
  • 7-10 years of experience in the IT service industry with a minimum of 3 years in Service Desk support management
  • Background in the development and management of remote support groups
  • Experience in managing both in-house and filed processes
  • Work experience in line with ITIL framework specific to Incident, Asset, IMAC, problem, Change & Security management
  • 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 incident tracking and management systems such as Siebel, Remedy, SNOW, etc
  • Knowledge of Mailbox management systems such as Oracle Right now
  • 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.

Additional Locations: 
* India
* India
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