Service Desk Operation Mgmt. **General Information** Req # WD00085351 Career area: Information Technology Country/Region: Malaysia State: Selangor City: Petaling Jaya Date: Friday, July 25, 2025 Working time: Full-time **Additional Locations** : * Malaysia - Selangor - Petaling Jaya **Why Work at Lenovo** We are Lenovo. We do what we say. We own what we do. We WOW our customers. Lenovo is a US$69 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 ourStoryHub (https://news.lenovo.com/) . **Description and Requirements** **Job Responsibilities** + Responsible for the daily operations of the Service Desk, ensuring timely, accurate, and professional handling of service requests and incident tickets. + Monitor key performance indicators, including but not limited to: First Contact Resolution (FCR), ticket response time, ticket resolution time, SLA achievement rate, and user satisfaction. + Regularly analyze performance data to identify areas for improvement and develop and implement action plans. + Manage the tools and systems used by the Service Desk (such as ticketing systems (ITSM) and knowledge bases), ensuring the tools and systems effective use and continuous optimization. + Experience with IT Service Management (ITSM) systems to support system deployment, data configuration, and related tasks. + Analyze recurring problems or systemic failures, driving root cause analysis and collaborating with Level 2 support or other teams to resolve issues. + Implement quality improvement plans, conducting quality checks on interaction records through email and Teams, optimizing service quality. + Establish, maintain, and continuously improve SOPs (standard operating procedures) for Service Desk-related operations. + Handle high-priority or escalated user complaints and complex issues. **Job Requirements** + Bachelor's degree or above, preferably in computer science, information technology, or management information systems. **Skill Requirements** + At least 3 years of direct Service Desk management experiences; be familiar with the ITIL framework; experienced in ITSM operations. + Ability to motivate, develop, and manage a team, effectively addressing personnel issues. + Focused on achieving KPIs and SLAs, continually driving service improvements. **Personal Qualities** + Strong user service awareness and communication skills. **Other Requirements** + Proficiency in both Chinese and English. **Additional Locations** : * Malaysia - Selangor - Petaling Jaya * Malaysia * Malaysia - Selangor * Malaysia - Selangor - Petaling Jaya