Managed Service Desk Engineer

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Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 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.

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)
  
  

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.