Onsite Support Analyst

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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, when remote resolution is not achieved, then tickets are escalated to Lenovo Onsite Support Team. Lenovo Onsite Support acts as on the ground troubleshooting team for advanced software and hardware issues. Onsite support interacts with users on a desk side support manner providing personalized support experiences to end users.

The Onsite Support Analyst – acts as an onsite first level escalation point for our customer's end users' IT needs. End to end resolution owner for tickets escalated by the Level 1 analysts, using both technical and customer soft skills to provide resolutions for Incidents and Requests.

Day To Day Task Include

• Monitor escalation ticket queues, ensuring incidents and requests are responded to within service level agreements (SLAs).
• Using ITSM tickets, knowledge articles and general IT knowledge to interpret user problems.
• Think analytically and use communication skills to walk customers through troubleshooting steps.
• Use personal experience or knowledge bases to identify solutions and possible side effects.
• Update incidents and requests within Lenovo's ITSM system (update tickets).
• Where necessary, escalate incidents that are complex and cannot be resolved in accordance with the published escalation processes and available knowledge articles.
• Perform Installs, Moves, Add, Changes, De-Installs (IMACD)
• Perform customer facing desk side support
• Support and troubleshoot video conference calls.
• Document resolution and close tickets within ITSM system.
• Supplement knowledge base.

Basic Qualifications

• 3-4 years previous experience in either an internal or outsourced service desk operation, remote specialized support or onsite support.
• Diploma or Degree in an IT related discipline or other IT Certifications

Preferred Qualification

• Excellent customer communication skills, verbal and written
• Customer Facing support experience
• Ability to communicate at Senior Management and Executive levels
• Ability to multi-task and handle pressure while keeping accuracy
• Excellent PC hardware knowledge and proficiency in desktop operating systems and applications. (MS OS, E365, Google Chrome and Apple OS)
• Basic Network troubleshooting
• Experience in support of peripherals such as printers, screens, audio and video conference systems.
• Experience supporting mobile devices such as phones and tablets
• Experience supporting VIP users in Video Conference Tools (Teams, Zoom)
• Professional fluency in Spanish, Professional Competency in English

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