Senior Service Desk Analyst

Description and Requirements

The Lenovo Senior 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 a 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 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 knowl...