L
Lenovo
Service Desk Engineer
13 days ago
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Important information
Contract type:
Permanent
Location:
Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Work mode:
Hybrid
Published on:
13 October 2026
What they need
- Provide comprehensive support for Managed Services by addressing customer inquiries and incidents through both voice and non-voice channels, ensuring each issue is thoroughly documented according to established procedures.
- Diagnose hardware and software faults, deliver effective solutions remotely when possible, or coordinate the dispatch of onsite engineers with necessary parts to resolve complex issues.
- Guide and educate customers using technical expertise and guideline documentation to ensure prompt and accurate resolution of their technical challenges.
- Monitor and achieve defined Key Performance Indicators (KPIs) related to support and service delivery for Managed Services clients.
- Create and manage cases within the ticketing system, proactively monitoring progress and driving each case to closure while maintaining detailed and accurate records of actions taken and resolutions provided.
- Ensure a high level of customer satisfaction for each interaction, consistently delivering quality service aligned with Managed Services standards.
- Escalate unresolved tickets to the appropriate support level, ensuring timely and effective resolution for all managed service requests.
- Utilize remote diagnostic tools where applicable to analyze and resolve tickets efficiently.
- Perform ad-hoc tasks such as queue monitoring, light reporting, and participating in projects, including coverage for various regional time zones, to support the overall Managed Services operations.
- Language - Mandarin proficiency is mandatory
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