Operation Mgmt Administrator **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 ourStoryHub (https://news.lenovo.com/) . **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 1. Microsoft OS and Microsoft Office Applications 2. Internet Browsers (Edge, Chrome, Firefox, etc.) 3. Adobe Reader, Java RE 4. Intranet web-based applications 5. SAP GUI, SAP Fiori 6. Anti-virus software 7. VPN software 8. Wireless software 9. Patch Management Software + Higher Nitec/ Diploma in Information Technology or its equivalent + At least 1 years 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 * Singapore - Central Singapore - SINGAPORE * Singapore * Singapore - Central Singapore * Singapore - Central Singapore - Singapore , * Singapore - Central Singapore - SINGAPORE