Service Desk Analyst

hace 2 semanas

Mar del Plata, Buenos Aires, Argentina Lenovo A tiempo completo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 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).

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The Lenovo Service Desk serves as a Single Point of Contact (SPOC) and delivers comprehensive IT support to Customer's end users. Integrated with our customer's IT functions and processes, Lenovo Service Desk performs end to end Incident and Request management on behalf of our customers.

The Service Desk Analyst – acts as the first point of contact for our customer's end users' IT needs. Triaging issues, raising tickets and escalating tickets and ensuring the end users are confident their issues are in good hands.

Day To Day Task Include

  • Receive and handle incidents (presented as phone calls, emails or webchat) and request for services following agreed procedures.
  • Identify and classify incident and request types in accordance with the published Standard Operating Procedures (SOPs).
  • Ensure all incidents and requests are recorded in ITSM system (create tickets).
  • Triage each inbound communication and ensure that there is a clear understanding of the issues being reported and that the ticket details are complete as per agreed processes.
  • Allocate each ticket to the appropriate resolver group for action.
  • Communicate next steps to the end user.
  • Follow all published escalation procedures to ensure timely resolution to of incidents and requests
  • Manage all assigned tickets to closure

Basic Qualifications

  • 1-2 years previous experience in either an internal or outsourced service desk operation.
  • Diploma or Degree in an IT related discipline or other IT Certifications

Preferred Qualification

  • 1-2 years previous experience in either an internal or outsourced service desk operation.

  • Solid technical skills with hardware and operation systems

  • Dell, Lenovo, HP, Apple hardware

  • Microsoft Windows OS
  • Internet Browsers

  • Video Conference Tools (Teams, Zoom)

  • Excellent customer communication skills, verbal and written.

  • Ability to multi-task and handle pressure while keeping accuracy.
  • Professional fluency in Spanish, Professional Competency in English

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.

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