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[lps] Service Desk Analyst

3 weeks ago

Central Singapore Lenovo Full time

**General Information**:

- Req #- WD00074941- Career area:
- Information Technology- Country/Region:
- Singapore- State:
- Central Singapore- City:
- SINGAPORE- Date:
- Thursday, November 21, 2024- Working time:
- Full-time**Additional Locations**:

- Singapore - Central Singapore - Singapore
- Singapore - Central Singapore - SINGAPORE

**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).-
**Description and Requirements**:
**_You Will_**
- Log calls in the Service Desk management tool to ensure incidents and requests are managed in a timely manner and escalated using the correct procedures.
- Perform Level 1 troubleshooting with First Call Resolution using remote assistance tools (e.g. Bomgar).
- Log and track with resolver groups on their respective tickets
- Manage End-to-End ticket life cycle, monitor relevant metrics (e.g., Service Level Agreement) and ensure proper ticket closure based on industry best practices - Information Technology Infrastructure Library (ITIL)
- Answer calls in an appropriate manner with proper ticket closure of received or abandoned calls
- Administer BitLocker recovery pin support
- Administer onboarding 2FA registration
- Perform grant and removal of access to network shared drive
- Update and review basic troubleshooting questionnaires on Level 1 support
- Produce and maintain technical documentation and articles for the knowledge base

**_
Y_**_ou Bring_**
- Microsoft OS and Microsoft Office Applications
- Internet Browsers (Edge, Chrome, Firefox, etc.)
- Adobe Reader, Java RE
- SAP GUI, SAP Fiori
- Anti-virus software
- VPN software
- Wireless software
- Patch Management Software
- Higher Nitec/ Diploma in Information Technology or its equivalent
- At least 1 years of relevant working experience in helpdesk and both onsite and remote support with strong customer focused support mindset
- Service oriented and collaborative approach to meet Service Level Agreements
- Excellent communicator at all levels.
- Excellent analytical troubleshooting skills with the ability to resolve problems methodically and logically
- Good written and communication skills with a high standard of user training documentation and technical procedure
- Enthusiastic and approachable
- Good problem-solving skills and a pro-active, team player

**Additional Locations**:

- Singapore - Central Singapore - Singapore
- Singapore - Central Singapore - SINGAPORE
- Singapore
- Singapore - Central Singapore
- Singapore - Central Singapore - Singapore ,
- Singapore - Central Singapore - SINGAPORE