General Information
Req #
WD00068961
Career area:
Information Technology
Country/Region:
Singapore
State:
Central Singapore
City:
SINGAPORE
Date:
Tuesday, August 20, 2024
Working time:
Full-time
Additional Locations:
- 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$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, 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 worlds largest PC company by further expanding into growth areas that fuel the advancement of New IT technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.
This transformation together with Lenovos 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
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.
Perform Level 1 troubleshooting with First Call Resolution using remote assistance tools (e.g. Bomgar).
Provide automated phone system with call recording, request for callback, voice mail, automated answering.
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 Password Resets and Account Unlock only when required, as self-service feature is available for users.
Administer BitLocker recovery pin support. Administer onboarding Cisco DUO 2FA registration Perform grant and removal of access to network shared drive.
Update and review basic troubleshooting questionnaires on Level 1 support.
Additional Locations:
- Singapore - Central Singapore - Singapore
Singapore- Singapore - Central Singapore
Singapore - Central Singapore - Singapore
