Service Desk Operation Mgmt.

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.

Job Responsibilities

• Responsible for the daily operations of the Service Desk, ensuring timely, accurate, and professional handling of service requests and incident tickets.
• Monitor key performance indicators, including but not limited to: First Contact Resolution (FCR), ticket response time, ticket resolution time, SLA achievement rate, and user satisfaction.
• Regularly analyze performance data to identify areas for improvement and develop and implement action plans.
• Manage the tools and systems used by the Service Desk (such as ticketing systems (ITSM) and knowledge bases), ensuring the tools and systems effective use and continuous optimization.
• Experience with IT Service Management (ITSM) systems to support system deployment, data configuration, and related tasks.
• Analyze recurring problems or systemic failures, driving root cause analysis and collaborating with Level 2 support or other teams to resolve issues.
• Implement quality improvement plans, conducting quality checks on interaction records through email and Teams, optimizing service quality.
• Establish, maintain, and continuously improve SOPs (standard operating procedures) for Service Desk-related operations.
• Handle high-priority or escalated user complaints and complex issues.
  
  

Job Requirements

• Bachelor's degree or above, preferably in computer science, information technology, or management information systems.
  
  

Skill Requirements

• At least 3 years of direct Service Desk management experiences; be familiar with the ITIL framework; experienced in ITSM operations.
• Ability to motivate, develop, and manage a team, effectively addressing personnel issues.
• Focused on achieving KPIs and SLAs, continually driving service improvements.
  
  

Personal Qualities

• Strong user service awareness and communication skills.
  
  

Other Requirements

• Proficiency in both Chinese and English.
  
  

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.