Managed Service Desk Engineer with French and German m / f / d
LenovoEssen, North Rhine-Westphalia, GermanyDescription and Requirements
This a technical role within the Lenovo’s Managed Service Desk support team based in Essen, Germany. In this role you will be delivering best in class support to Lenovo’s Managed Service Desk customers. Over phone, email and chat, you will perform remote troubleshooting to accurately diagnose reported problems within the client product portfolio (notebooks, desktops, tablets & phones) maintaining high first time fix rates and dispatching parts engineers to site as needed to perform repairs.
Supported by a team of Customer Success Managers you will oversee cases end-to-end with exceptional case management, follow-up and customer communication. The tasks of the Managed Service Desk expands way beyond Lenovo’s own product portfolio so broad technical knowledge is an advantage.
In this role, you will be based in our Essen office with our Managed Service Desk team and directly reporting to the Managed Service Desk Manager based in Copenhagen. This is a role in a global team.
Day-To-Day Tasks :
- Assists customers and field engineers by diagnosing problems remotely through effective troubleshooting and isolation
- Identifies the cause of hardware / software faults and provides a solution
- Resolve over phone or email or onsite via parts and engineer dispatch
- Working with Technical Account Management team to monitor and tracks issues to ensure speedy resolution.
- Advises & educates customers through combination of experience & guideline documentation to ensure a solution to their technical issues.
- Provides input on recurring customer problems and shares that information with other technical team members when relevant.
- Monitors own ‘open case’ workload and drives to closure.
Key Competencies Needed :
Check out the video, our DACH team created, to give you an insight into the Lenovo culture! We are looking forward to talking to you!
What Lenovo can offer You :
About Lenovo Managed Service Desk
Lenovo Managed Service Desk provides direct access to skilled and experienced Lenovo technicians offering comprehensive hardware and software support. Our expert troubleshooters have the advanced technical know-how and systems knowledge to quickly provide solutions and advice that will keep your hardware and software operating at optimal efficiency.