Senior Service Desk Analyst

Senior Service Desk Analyst Join to apply for the Senior Service Desk Analyst role at Lenovo . 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). The Lenovo Senior Service Desk serves as a Single Point of Contact (SPOC) and delivers comprehensive IT support to customers’ end users. Integrated with our customer’s IT functions and processes, the Lenovo Service Desk performs end-to-end Incident and Request management on behalf of our customers. The Service Desk Analyst acts as a first level escalation point for our customer’s end users’ IT needs, and is the 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 Tasks Monitor escalation ticket queues, ensuring incidents and requests are responded to within service level agreements (SLAs). Using telephone, emails, webchat and ITSM tickets, 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. Where necessary, elevate incidents that are complex and cannot be resolved in accordance with the published escalation processes. Allocate the escalated ticket to the appropriate resolver group for action. Communicate next steps to the end user and maintain contact with the end user until a resolution is provided by self or an escalation group. Close tickets with Lenovo’s ITSM system. Supplement Lenovo’s knowledge base. Basic Qualifications 2-4 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 Qualifications 2-4 years previous experience in either an internal or outsourced service desk operation. Solid technical skills with hardware and operation systems. Experience with Dell, Lenovo, HP, Apple hardware. Microsoft Windows OS proficiency. Internet browsers knowledge. Video Conference Tools (Teams, Zoom) support. Provide remote support and troubleshooting for VIP users. 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, or basis of disability or any federal, state, or local protected class. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function / Industries Information Technology; IT Services and IT Consulting Location: Autonomous City of Buenos Aires, Buenos Aires Province, Argentina #J-18808-Ljbffr