Managed Service Desk Engineer

Role Brief

Lenovo is seeking a Managed Service Desk Engineer with 3-5 years of experience to join its Managed Services team. The role is responsible for providing 24x7 technical support, ensuring prompt resolution of hardware, software, application, and access-related issues. The ideal candidate will have strong troubleshooting skills, experience in incident and service request management, and a customer-first mindset. This position offers an opportunity to work in a dynamic support environment, collaborating with global teams to deliver high-quality IT services and an exceptional customer experience.

Job Responsibilities

Technical Support & Customer Service

• Provide 24x7 technical support to customers via phone, email, and chat.
• Diagnose and resolve hardware, software, and application-related issues.
• Guide users through troubleshooting steps and problem resolution.
• Ensure timely response and resolution in accordance with service level agreements.

Incident & Service Request Management

• Log, track, and update incidents and service requests in the ticketing system.
• Prioritize incidents based on business impact and urgency.
• Ensure accurate documentation of troubleshooting steps and resolutions.
• Escalate complex issues to appropriate teams when required.

Access & Problem Management

• Manage user access requests and permissions in accordance with organizational policies.
• Investigate recurring issues and identify root causes.
• Support problem management activities to reduce repeat incidents.
• Contribute to continuous service improvement initiatives.

Required Skills

Technical Skills

• Hardware and software troubleshooting experience.
• Application support and incident resolution.
• Service Request & Incident Management.
• User Access Management.
• Problem Management and Root Cause Analysis.
• Basic to intermediate networking knowledge.
• Familiarity with operating systems, desktop environments, and enterprise applications.

Preferred Skills

• Knowledge of ITIL processes and IT Service Management (ITSM) practices.
• Experience working with ticketing and service desk tools.
• Understanding of networking concepts such as TCP/IP, DNS, DHCP, and VPN.

Soft Skills

• Strong customer service orientation.
• Excellent verbal and written communication skills.
• Analytical and problem-solving abilities.
• Ability to work in a 24x7 shift environment.
• Strong teamwork and collaboration skills.

Experience

3-5 Years of experience in Service Desk, Technical Support, IT Support, or Managed Services environment.

Education Qualification

• BE / B.Tech (Computer Science, Information Technology, Electronics, or related discipline)