Job Description

Description and Requirements


Role Overview

The Service Desk Analyst – Level 1 is the first point of contact for end users, responsible for triaging issues, logging tickets, and ensuring a smooth and professional support experience. This role plays a critical part in ensuring users have confidence their issues are being handled efficiently and effectively.

Key Responsibilities

  • Receive and manage incidents via phone, email, and webchat in line with established procedures
  • Accurately log all incidents and service requests in Lenovo’s ITSM system
  • Triage inbound requests, ensuring clear issue definition and complete ticket documentation
  • Classify incidents and requests according to standard operating procedures (SOPs)
  • Assign tickets to appropriate resolver groups for action
  • Communicate next steps and updates to end users
  • Follow escalation procedures ...

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