Managed Service Desk Engineer

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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).
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 (https://www.lenovo.com), and read about the latest news via our StoryHub (https://news.lenovo.com/).

- Provide comprehensive support for Managed Services by addressing customer inquiries and incidents through both voice and non-voice channels, ensuring each issue is thoroughly documented according to established procedures.
- Diagnose hardware and software faults, deliver effective solutions remotely when possible, or coordinate the dispatch of onsite engineers with necessary parts to resolve complex issues.
- Guide and educate customers using technical expertise and guideline documentation to ensure prompt and accurate resolution of their technical challenges.
- Monitor and achieve defined Key Performance Indicators (KPIs) related to support and service delivery for Managed Services clients.
- Create and manage cases within the ticketing system, proactively monitoring progress and driving each case to closure while maintaining detailed and accurate records of actions taken and resolutions provided.
- Ensure a high level of customer satisfaction for each interaction, consistently delivering quality service aligned with Managed Services standards.
- Escalate unresolved tickets to the appropriate support level, ensuring timely and effective resolution for all managed service requests.
- Utilize remote diagnostic tools where applicable to analyze and resolve tickets efficiently.
- Perform ad-hoc tasks such as queue monitoring, light reporting, and participating in projects, including coverage for various regional time zones, to support the overall Managed Services operations.
- Language - Mandarin proficiency is mandatory.