General Information Req # WD00076683 Career area: Information Technology Country/Region: Singapore State: Central Singapore City: SINGAPORE Date: Monday, February 3, 2025 Working time: Full-time Additional Locations:  * Singapore - Central Singapore - Singapore * Singapore - Central Singapore - SINGAPORE 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

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 requiredLog 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 ticketsManage 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 callsAdminister BitLocker recovery pin supportAdminister onboarding 2FA registrationPerform grant and removal of access to network shared driveUpdate and review basic troubleshooting questionnaires on Level 1 supportProduce and maintain technical documentation and articles for the knowledge base

You Bring

Proficiency of the following software/applications

Microsoft OS and Microsoft Office ApplicationsInternet Browsers (Edge, Chrome, Firefox, etc.)Adobe Reader, Java REIntranet web-based applicationsSAP GUI, SAP FioriAnti-virus softwareVPN softwareWireless softwarePatch Management SoftwareHigher Nitec/ Diploma in Information Technology or its equivalentAt least 1 years of relevant working experience in helpdesk and both onsite and remote support with strong customer focused support mindsetService oriented and collaborative approach to meet Service Level AgreementsExcellent communicator at all levels.Excellent analytical troubleshooting skills with the ability to resolve problems methodically and logicallyGood written and communication skills with a high standard of user training documentation and technical procedureEnthusiastic and approachableGood problem-solving skills and a pro-active, team player Additional Locations:  * Singapore - Central Singapore - Singapore * Singapore - Central Singapore - SINGAPORE * Singapore * Singapore - Central Singapore * Singapore - Central Singapore - Singapore , * Singapore - Central Singapore - SINGAPORE