Managed Service Desk Engineer

Job description

Role Brief Lenovo is seeking a Managed Service Desk Engineer with 3-5 years of experience to join its Managed Services team. The role is responsible for providing 24x7 technical support, ensuring prompt resolution of hardware, software, application, and access-related issues. The ideal candidate will have strong troubleshooting skills, experience in incident and service request management, and a customer-first mindset. This position offers an opportunity to work in a dynamic support environment, collaborating with global teams to deliver high-quality IT services and an exceptional customer experience. Job Responsibilities Technical Support & Customer Service • Provide 24x7 technical support to customers via phone, email, and chat. • Diagnose and resolve hardware, software, and application-related issues. • Guide users through troubleshooting steps and problem resolution. • Ensure timely response and resolution in accordance with service level agreements. Incident & Service Request Management • Log, track, and update incidents and service requests in the ticketing system. • Prioritize incidents based on business impact and urgency. • Ensure accurate documentation of troubleshooting steps and resolutions. • Escalate complex issues to appropriate teams when required. Access & Problem Management • Manage user access requests and permissions in accordance with organizational policies. • Investigate recurring issues and identify root causes. • Support problem management activities to reduce repeat incidents. • Contribute to continuous service improvement initiatives. Required Skills Technical Skills • Hardware and software troubleshooting experience. • Application support and incident resolution. • Service Request & Incident Management. • User Access Management. • Problem Management and Root Cause Analysis. • Basic to intermediate networking knowledge. • Familiarity with operating systems, desktop environments, and enterprise applications. Preferred Skills • Knowledge of ITIL processes and IT Service Management (ITSM) practices. • Experience working with ticketing and service desk tools. • Understanding of networking concepts such as TCP/IP, DNS, DHCP, and VPN. Soft Skills • Strong customer service orientation. • Excellent verbal and written communication skills. • Analytical and problem-solving abilities. • Ability to work in a 24x7 shift environment. • Strong teamwork and collaboration skills. Experience 3-5 Years of experience in Service Desk, Technical Support, IT Support, or Managed Services environment. Education Qualification • BE / B.Tech (Computer Science, Information Technology, Electronics, or related discipline)