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Job Description & How to Apply Below
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).
This transformation together with Lenovo's world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit , and read about the latest news via our Story Hub.
Good written and verbal communication
Manage the Teams working for Desktop Support, Server Support, Network support, Asset Support and Telecom support.
Responsible for Change, Incident, Problem, Configuration, Service Desk Release Management
Monitoring and Analyzing the Calls logged with the Helpdesk and ensure that Transactions are followed as per Quality Norms
User satisfaction surveys feedback and plan for deviations or corrective action
Ensure Wing to Wing resolution of incidents within SLA, handle Critical issues, provide feedback to Managers and work with customer IT and Managers.
Ensure that service delivery takes place based on the Service level agreements.
Planning and scheduling Meetings with the Customers on day to day Operations. Involve in the Day-to-Day Operations.
Develop and sustain excellent customer relationship through deep engagement and delivering continuous value by meeting customer expectations and handling issues
Coordinate with multiple hand support teams for escalated issues and participate in con-calls and Bridge-calls from remote support groups.
Adhering and directing teams towards SOW and SLA and addressing escalations from various business processes.
Identifying training needs and improvement needs in processes, procedures utilization
Prepare and Coordinate shift roasters, conduct team meetings, track analyze Performance of all the Engineers.
Manpower backup planning to ensure right resources availability
Prepare document various Reports in compliance to Process and Productivity.
Participate and conduct Internal Process Audits Process Reviews for ensuring strict adherence to the Process Parameters/Systems
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, and basis of disability or any federal, state, or local protected class.
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