Deliver technical support to customers via phone, email and chat targeting 95% first-call resolution.- Diagnose and troubleshoot hardware/software issues remotely with a focus on effective isolation.- Assist customers and field engineers by guiding them through Lenovo's troubleshooting processes.- Educate customers on Lenovo products, using experience and guidelines to achieve customer satisfaction.- Respond to inquiries promptly, adhering to KPIs and SLAs.- Log and monitor cases in Microsoft Dynamics/MSD365, ensuring 100% accuracy and timely updates.- Create and dispatch work orders for onsite engineers with the necessary parts for hardware repairs.- Coordinate with Lenovo service center partners to facilitate hardware repair and replacement.- Maintain communication with customers to track service request progress, aiming to meet SLA targets for case closure.- Escalate complex technical issues to higher-tier Lenovo technical teams for in-depth troubleshooting.- Refer customer complaints to the Customer Care Team for effective resolution.

coordinating, planning, and leading IT-related activities in the company.help determine the IT needs and responsible for implementing computer systems to fulfill the organization's information systems requirements.

Organize and follow up on Software implementations. Analyze customer needsHelp with the configuration of the softwarePrepare Servers and all the Users DevicesDiagnosed customer issues by asking probing questions and write up repair orders.Deliver functional training sessionsFollow and check the development aspectCollaborated with other developers to identify and alleviate software bugs.Supported sales team in crafting deals with relevant business insights.

1 st and 2 nd line support -troubleshooting of IT related problems from in-house software to hardware, such as Laptops, PCs and Printers.Troubleshoot basic network issues such as ADSL broadband issues.To arrange for external technical support where problems cannot be resolved in house, install and upgrade software and hardware equipment, Installed, configured and maintained OUTLOOK and Emails.