General Information Req # WD00071801 Career area: Customer Experience Country/Region: Japan State: Gunma City: Ota-shi Date: Wednesday, January 8, 2025 Working time: Full-time Additional Locations:  * Japan - Gunma - Ota-shi 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. 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 www.lenovo.com, and read about the latest news via our StoryHub. Description and Requirements

Key Objectives of Position:

The Service Desk Analyst – Level 1 acts as the first point of contact for our customer’s end users’ IT needs. Triaging issues, raising tickets and escalating tickets and ensuring the end users are confident their issues are in good hands.

Day-To-Day Tasks:

Receive and handle incidents (presented as phone calls, emails or webchat) and request for services following agreed procedures.Identify and classify incident and request types in accordance with the published Standard Operating Procedures (SOPs).Ensure all incidents and requests are recorded in Lenovo’s ITSM system (create tickets).Triage each inbound communication and ensure that there is a clear understanding of the issues being reported and that the ticket details are complete as per agreed processes.Allocate each ticket to the appropriate resolver group for action.Communicate next steps to the end user.Follow all published escalation procedures to ensure timely resolution to of incidents and requestsManage all assigned tickets to closure

Key Competencies Needed:

    

1-2 years previous experience in either an internal or outsourced service desk operation.Solid technical skills with hardware and operation systemsDell, Lenovo, HP, Apple hardwareMicrosoft Windows OSExcellent customer communication skills, verbal and written.Ability to multi-task and handle pressure while keeping accuracy.Professional fluency in English and XXXX. Additional Locations:  * Japan - Gunma - Ota-shi * Japan * Japan - Gunma * Japan - Gunma - Ota-shi