Operation Mgmt Administrator
Job details
Why Work at Lenovo We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 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. Description and Requirements You Will Act as first point of contact and first responder for IT incidents reported by end users, via email, phone, and other online channels as required. Log calls in the Service Desk management tool to ensure incidents and requests are managed in a timely manner and escalated using the correct procedures. Perform Level 1 troubleshooting with First Call Resolution using remote assistance tools (e.g. Bomgar). Log and track with resolver groups on their respective tickets. Manage End-to-End ticket life cycle, monitor relevant metrics (e.g., Service Level Agreement) and ensure proper ticket closure based on industry best practices - Information Technology Infrastructure Library (ITIL). Answer calls in an appropriate manner with proper ticket closure of received or abandoned calls. Administer BitLocker recovery pin support. Administer onboarding 2FA registration. Perform grant and removal of access to network shared drive. Update and review basic troubleshooting questionnaires on Level 1 support. Produce and maintain technical documentation and articles for the knowledge base. You Bring Proficiency of the following software/applications: Microsoft OS and Microsoft Office Applications. Intranet web-based applications. SAP GUI, SAP Fiori. Anti-virus software. VPN software. Wireless software. Patch Management Software. Higher Nitec/ Diploma in Information Technology or its equivalent. At least 1 year of relevant working experience in helpdesk and both onsite and remote support with strong customer focused support mindset. Service oriented and collaborative approach to meet Service Level Agreements. Excellent communicator at all levels. Excellent analytical troubleshooting skills with the ability to resolve problems methodically and logically. Good written and communication skills with a high standard of user training documentation and technical procedure. Enthusiastic and approachable. Good problem-solving skills and a pro-active, team player. Additional Locations : Singapore - Central Singapore - Singapore If you require an accommodation to complete this application, please contact ability@lenovo.com. #J-18808-Ljbffr
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