Managed Service Desk Engineer

About the role

Lenovo is looking for a Managed Service Desk Engineer with 3‑5 years of experience to join its Managed Services team. The role provides 24 × 7 technical support to customers, ensuring rapid resolution of hardware, software, application and access issues while delivering a high‑quality customer experience.

Key responsibilities

• Deliver 24 × 7 support via phone, email and chat, diagnosing and resolving hardware, software and application problems.
• Guide users through troubleshooting steps and ensure SLA‑based response and resolution times.
• Log, track and prioritize incidents and service requests in the ticketing system, documenting actions and escalating complex cases.
• Manage user access requests and permissions in line with organisational policies.
• Investigate recurring issues, perform root‑cause analysis and support problem‑management activities to reduce repeat incidents.
• Contribute to continuous service‑improvement initiatives.

Required profile

• 3‑5 years of experience in technical support or service‑desk environments.
• Strong troubleshooting abilities and a customer‑first mindset.
• Ability to work in a fast‑paced, global support environment and collaborate with distributed teams.

Required skills

• Hardware and software troubleshooting.
• Application support and incident resolution.
• Incident and service‑request management.
• User access management.
• Problem management and root‑cause analysis.
• Basic to intermediate networking knowledge.
• Familiarity with operating systems and desktop environments.