Operador de Service Desk I– Exclusiva para Pessoas com Deficiência (PCD)

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Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 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).

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Business Area Description

The Lenovo Service Desk serves as a Single Point of Contact (SPOC) and delivers comprehensive IT support to customers' end users. Integrated with customer IT functions and processes, the Lenovo Service Desk provides end-to-end Incident and Request Management services.

Position Summary

The Service Desk Analyst – Level 1 acts as the first point of contact for end users seeking IT support. This professional is responsible for logging, categorizing, prioritizing, and escalating incidents and service requests while ensuring a positive customer experience.

We welcome candidates with disabilities and will provide reasonable accommodations to enable success in this role.

Key Responsibilities

• Receive and handle incidents and service requests via phone, email, or webchat.
• Register all incidents and requests in Lenovo's ITSM platform.
• Identify, classify, and prioritize incidents according to established procedures.
• Gather and document complete information regarding reported issues.
• Route tickets to the appropriate support groups for resolution.
• Keep end users informed of progress and next steps.
• Follow escalation procedures to ensure timely resolution.
• Monitor and manage assigned tickets through closure.
• Deliver high-quality customer service while maintaining accuracy and efficiency.
  
  

Experience

Required Qualifications

• Minimum 6 months of experience in an internal or outsourced Service Desk environment.
  
  

Technical Knowledge

• Basic knowledge of:
• Dell, Lenovo, HP, and Apple hardware.
• Microsoft Windows operating systems.
• IT Service Management processes.
  
  

Skills

• Strong verbal and written communication skills.
• Customer-focused mindset.
• Ability to manage multiple tasks simultaneously.
• Problem-solving and organizational skills.
• Ability to work collaboratively in a team environment.
  
  

Education

• Technical Diploma, Associate Degree, Bachelor's Degree in Information Technology or related area, or equivalent IT certifications.
  
  

Accessibility and Accommodations

Lenovo is committed to providing an accessible and inclusive hiring process. Candidates who require reasonable accommodations during any stage of the recruitment process are encouraged to inform the Talent Acquisition team, and appropriate support will be provided.

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. Show more Show less