Job Description
Full job description
We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.
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.
Experience & Skills
Education: A bachelor’s degree or equivalent is preferred.
Experience: 10-12 years of working experience; 5-7 Years of 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 the remote service desk, IT services 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 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 skills
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 are 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, and 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 responses to all requests from India / AP Service management.
Maintain and deliver a functional roadmap for the assigned portion of the business
Analysis of 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
SSG Hiring
Return to
We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.
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.
Experience & Skills
Education: A bachelor’s degree or equivalent is preferred.
Experience: 10-12 years of working experience; 5-7 Years of 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 the remote service desk, IT services 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 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 skills
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 are 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, and 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 responses to all requests from India / AP Service management.
Maintain and deliver a functional roadmap for the assigned portion of the business
Analysis of 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
SSG Hiring
Return to
💡 Quick Summary
Seeking a career-building opportunity? The SDM | Remote Support Services position is now open for candidates interested in the Work from home Jobs sector. This role in Mumbai, Maharashtra offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Work from home Jobs is a plus.
