Service Operations Analyst

hace 4 días

Federal, México Lenovo A tiempo completo

**General Information**:- Req #- - Career area:- Customer Experience- Country/Region:- Mexico- State:- Distrito Federal- City:- Mexico D.F.- Date:- Thursday, January 16, 2025**Additional Locations**:- Mexico**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$57 billion revenue global technology powerhouse, ranked #248 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).**Description and Requirements**:The Service Operartions Analyst will support the Service Delivery Manager deliver an efficient service to Lenovo Device as a Service (DaaS) / Managed Services customers.- Processing orders for new devices, and re-deploying existing devices- Support the device forecasting process- Order Management - Order to Install process- Oversee configuration of Desktop, Laptop and Tablet devices- Monitor and manage the inventory levels- Utilize Order Management tools**Account Management**- Can translate contract terms into operational deliverables- Manage the service lifecycle of deployed devices- Creation of customer invoices- Well versed in Purchase Order administration**Service Management & Productivity Improvement**- Experience in an Account Operations environment- Manage incidents and requests from clients- Facilitate a resolution to any technical escalations- Prepare documentation to track and report on SLA performance- Identify and support initiatives to improve client service delivery- Build solid working relationships with partners & suppliers**Client Experience**- Interact with the clients- Facilitate an answer to any queries associated with their aligned contract(s)- Be on top of any issues within their customer environment- Demonstrate an obsession to maximize client satisfaction levels**Position Requirements**- 1-2 years project coordination experience, ideally in a services environment- Fluent in English- Experience with ticketing tools (preferably ServiceNow & SAP)- Skilled in Excel / Reporting- Persistent, detail oriented, able to multitask- Must have a good attitude towards learning, and implementing change**Additional Locations**:- Mexico- Mexico

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