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[LPS] IT Admin

Lenovo•Apply•Published 23 days ago•First seen 3 days ago
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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$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, 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.