Service Desk Operation Mgmt

1 day ago

Petaling Jaya, Selangor, Malaysia Lenovo Full time 90,000 - 120,000 per year
General Information

Req #

WD

Career Area:

Information Technology

Country/Region:

Malaysia

State:

Selangor

City:

Petaling Jaya

Date:

Monday, November 24, 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 , and read about the latest news via our StoryHub.

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

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