Service Desk Junior Analyst

We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$83 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). 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 . 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 procedures Accurately log all incidents and service requests in Lenovo’s ITSM system Triage inbound requests, ensuring clear issue definition and complete ticket documentation Classify incidents and requests according to standard operating procedures (SOPs) Assign tickets to appropriate resolver groups for action Communicate next steps and updates to end users Follow escalation procedures to ensure timely resolution Manage assigned tickets through to closure Key Skills & Competencies Strong customer communication skills (verbal and written) Ability to multitask and work effectively under pressure while maintaining accuracy Solid technical knowledge of hardware and operating systems, including: Dell, Lenovo, HP, and Apple devices Microsoft Windows operating systems Qualifications & Experience 1–2 years of experience in a service desk environment (internal or outsourced) Diploma or degree in an IT-related discipline, or equivalent certifications