Lenovo

• Education: Bachelor’s degree or equivalent in technology is preferred.
• Experience: Minimum of 3+ years of relevant experience in Technical Remote Service Delivery in end user and DC technologies.
• Experienced in supporting Large / medium Manage Service accounts and complex SLAs.
• experience in Audit, Risk or Security within technology
• An understanding of IT Service Management and/or IT Governance and Management Frameworks. Must have good understanding of Incident, Problem, Change and Release Management
• Be able to create and tailor clear and concise verbal and written communications. Fluent written and spoken English language skills
• Possess a pro-active posture and committed to continuous improvement
• Demonstrable analytical thinking
• A team player who enjoys working with people on all levels as well as being able to work independently and under pressure to meet tight deadlines
• Ability to interpret regulations to ensure Core Processes compliance
• Non-excitable, calm under pressure.
• Customer focused, sensitive to customer needs, their critical business cycles and schedules.
• Experience with various service delivery tools
• Ability to work for large organization in a complex service delivery environment
• Ability to work across Geographies and multi-cultural environments.

Job Deliverables:

• The primary role of a Service Desk Engineer is to answer customer requests for assistance by email, chat or over the phone.
• This role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalating, and resolving incidents and requests
• Identifying and communicating any scheduling conflicts as well as cross-functional task dependencies.
• Identifying the impact of activities on clients and operations.
• Ensuring and validating the appropriate level of testing required ensuring a successful change.
• To attend or chair the assigned domain CAB meeting.
• Ensuring in-depth review of risk assessment, planning, and schedule of changes to avoid implementation conflict.
• Develop, measure, and deliver performance report or score card for the assigned domain CAB meeting
• Identify and highlight to the appropriate authority any service concern or improvement opportunity.
• Manage the day-to-day operations of the Change Management Team
• Provide feedback on metrics to business units
• Manage reporting or complaint tracking/monitoring/quality/performance, etc.
• Ensure process risk mitigations and deliverables in line with Audit requirements
• Ensure proper staffing within team and proper communication across all lines of authority within the team.
• Adherence to the specified standards of Quality and Audit / Risk requirements
• To build relationship & network with stakeholders
• Work in shifts daily, weekends & Public Holidays per ROTA