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$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 . Description and Requirements Role Overview The Service Desk Analyst – Level 1.5 acts as the first level of escalation for end-user IT issues. This role owns the resolution of tickets escalated from Level 1 analysts, combining technical expertise with strong customer service skills to manage incidents and service requests through to completion. Key Responsibilities Monitor escalation queues and ensure timely response in line with SLAs Diagnose and resolve user issues via phone, email, chat, and ITSM systems Guide users through troubleshooting steps using analytical and communication skills Leverage knowledge bases and prior experience to identify solutions Update and manage incidents and service requests within ITSM tools Escalate complex issues following established processes and assign to appropriate resolver teams Maintain communication with end users through resolution Close tickets and ensure accurate documentation Contribute to and enhance the knowledge base Key Skills & Competencies Strong verbal and written communication skills Ability to engage effectively with senior management and executive stakeholders Strong multitasking skills with attention to detail under pressure Solid knowledge of PC hardware and desktop environments Proficiency in Microsoft OS, Microsoft 365, Google Chrome, and Apple OS Experience supporting mobile devices (phones, tablets) Qualifications & Experience Minimum 4 years of experience in a service desk environment (internal or outsourced) Degree or diploma in IT or a related discipline, or equivalent certifications Additional Locations : Brazil - São Paulo - Indaiatuba Brazil - São Paulo - Indaiatuba Brazil Brazil - São Paulo Brazil - São Paulo - Indaiatuba , Brazil - São Paulo - Indaiatuba Go back Apply If you require an accommodation to complete this application, please contact ability@lenovo.com
