Experience & Skills
Education: A bachelor’s degree or equivalent is preferred.
Experience: 10-12 years working experience; 3 -5 Years customer services
Excellent command over verbal & written English Language
Experience with ticketing tools
Skilled in Excel
Persistent, detail-oriented, able to multitask
Job Deliverables:
Monitoring and managing desktop support, desk, and VIP support functions to ensure optimal service
Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
Developing a deep understanding of projects to gain insights into the scope of service delivery
Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
Providing accurate and regular reports to the management on the performance of the service delivery
Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
Supervising desktop management teams to facilitate continual improvements in the desktop environment
Collaborating with technical design teams to set standards for software, hardware, and security
Making sure that anti-virus updates and patches are applied effectively and promptly
Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles
Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems
Educating departmental staff on the effective use of conference room technology
Working on escalations from the customers'gg supporting teams, as well as specific cases identified by the Premier Technical Support Team and Technical Account Managers
Coordinates with on-site facilities and technical contacts regarding readiness and delivery issues
Invoicing the customer and vendor for services delivered
Develop knowledge of Lenovo product range and internal processes, identify tools and automation opportunities to improve productivity
Ensure customer satisfaction at all times
Processing Orders for New devices, re-deploying devices
Prepare documentation to record and track SLA performance and other reporting requirements
Provides technical feedback on process issues to improve overall service delivery
Requirements also include:
Proficiency in leading both physical and virtual teams
Experience in dealing with third-party-provided services
Operational ability in a diverse, large-scale environment
Exceptional customer-facing skills
In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
Mastery of ITIL (Information Technology Infrastructure Library) principles
Expertise in people management and leadership
Strong organizational skills
Capacity to train and guide junior team members
Ability to manage and prioritize tasks efficiently
Solid resource planning and problem-solving
Readiness to demonstrate a proactive attitude
Excellent verbal and written communication skills
Must be self-motivated, work well in a geographically dispersed, collaborative team environment, must exhibit a positive and professional attitude, and pay attention to detail.
Project management skills, including execution of tasks, while managing risk and ensuring on-time delivery.
Hands-on Operational Engagement
Collaboration and Influence a must
Ability to Drive, Lead, and Follow all at once
Strong in people & process management, process-driven and result-oriented.
Responsible to drive, meet and exceed the agreed KPIs with customers, publishing dashboards, analytics, reducing process gaps, process re-engineering, and process quality
Drive Ops excellence, focus on BMS, Cost/CX/KPI improvement
Support local initiatives to drive performance improvement
Provide quality response to all requests from India / AP Service management.
Maintain and deliver a functional roadmap for the assigned portion of the business
Analyze root cause for delayed/failed deliverables and drive cross function team for serviceability improvement.
process optimization and efficiency improvement
Must possess the initiative and drive to gain a broader knowledge of the ASD deliverables
This is a 6 days work week role.
Education: A bachelor’s degree or equivalent is preferred.
Experience: 10-12 years working experience; 3 -5 Years customer services
Excellent command over verbal & written English Language
Experience with ticketing tools
Skilled in Excel
Persistent, detail-oriented, able to multitask
Job Deliverables:
Monitoring and managing desktop support, desk, and VIP support functions to ensure optimal service
Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
Developing a deep understanding of projects to gain insights into the scope of service delivery
Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
Providing accurate and regular reports to the management on the performance of the service delivery
Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
Supervising desktop management teams to facilitate continual improvements in the desktop environment
Collaborating with technical design teams to set standards for software, hardware, and security
Making sure that anti-virus updates and patches are applied effectively and promptly
Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles
Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems
Educating departmental staff on the effective use of conference room technology
Working on escalations from the customers'gg supporting teams, as well as specific cases identified by the Premier Technical Support Team and Technical Account Managers
Coordinates with on-site facilities and technical contacts regarding readiness and delivery issues
Invoicing the customer and vendor for services delivered
Develop knowledge of Lenovo product range and internal processes, identify tools and automation opportunities to improve productivity
Ensure customer satisfaction at all times
Processing Orders for New devices, re-deploying devices
Prepare documentation to record and track SLA performance and other reporting requirements
Provides technical feedback on process issues to improve overall service delivery
Requirements also include:
Proficiency in leading both physical and virtual teams
Experience in dealing with third-party-provided services
Operational ability in a diverse, large-scale environment
Exceptional customer-facing skills
In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
Mastery of ITIL (Information Technology Infrastructure Library) principles
Expertise in people management and leadership
Strong organizational skills
Capacity to train and guide junior team members
Ability to manage and prioritize tasks efficiently
Solid resource planning and problem-solving
Readiness to demonstrate a proactive attitude
Excellent verbal and written communication skills
Must be self-motivated, work well in a geographically dispersed, collaborative team environment, must exhibit a positive and professional attitude, and pay attention to detail.
Project management skills, including execution of tasks, while managing risk and ensuring on-time delivery.
Hands-on Operational Engagement
Collaboration and Influence a must
Ability to Drive, Lead, and Follow all at once
Strong in people & process management, process-driven and result-oriented.
Responsible to drive, meet and exceed the agreed KPIs with customers, publishing dashboards, analytics, reducing process gaps, process re-engineering, and process quality
Drive Ops excellence, focus on BMS, Cost/CX/KPI improvement
Support local initiatives to drive performance improvement
Provide quality response to all requests from India / AP Service management.
Maintain and deliver a functional roadmap for the assigned portion of the business
Analyze root cause for delayed/failed deliverables and drive cross function team for serviceability improvement.
process optimization and efficiency improvement
Must possess the initiative and drive to gain a broader knowledge of the ASD deliverables
This is a 6 days work week role.