Sr. Managed Service Desk Engineer

Description and Requirements

We are committed to providing exceptional 24x7 support to our customers, and this role is crucial to maintaining our high standards.

The primary responsibility of the Lenovo Service Desk Engineer role is to offer technical support and assistance to customers around the clock. This includes troubleshooting hardware and software issues, guiding users through problem-solving processes, and ensuring that all customer interactions are handled with professionalism and efficiency.

Key responsibilities include :

1. Providing 24x7 technical support to customers via phone, email, and live chat.

2. Diagnosing and resolving hardware and software issues in a timely manner.

3. Documenting all customer interactions and technical procedures in our ticketing system.

4. Collaborating with other support team members to escalate and resolve complex issues.

5. Ensuring customer satisfaction by delivering high-quality service and support.

The ideal candidate should possess strong technical knowledge, excellent communication skills, and a customer-centric attitude. Prior experience in a similar role is preferred, but not mandatory. We believe in continuous learning and development, so training will be provided as needed.

Skill Requirement

A solid understanding of both hardware and software support is crucial. This includes troubleshooting and resolving issues related to different devices and software applications. Additionally, proficiency in application support is a must, as the role frequently involves assisting users with various software applications.

Networking skills are also highly desirable. The ability to manage and troubleshoot network issues can greatly enhance the efficiency and effectiveness of our service desk operations. Furthermore, familiarity with ITIL (Information Technology Infrastructure Library) practices is preferred. ITIL knowledge helps in understanding and implementing best practices for IT service management.

The role also demands proficiency in service request and incident management. Handling service requests efficiently and managing incidents promptly ensures that our users receive timely and effective support. Access management is another key responsibility, ensuring that users have appropriate access to the necessary systems and data.

Lastly, problem management skills are essential. Identifying the root cause of issues and implementing permanent solutions helps in reducing the recurrence of problems and improving overall service quality.

Education and Experience

Full time graduation with minimum 7 years of relevant experience.

Skills Required

Itil, Problem Management, Access Management, Application Support, Networking Skills, Software Support, Incident Management