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 proceduresAccurately log all incidents and service requests in Lenovo’s ITSM systemTriage inbound requests, ensuring clear issue definition and complete ticket documentationClassify incidents and requests according to standard operating procedures (SOPs)Assign tickets to appropriate resolver groups for actionCommunicate next steps and updates to end usersFollow escalation procedures ...