[KYDP X Lenovo] Monitoring Support Trainee

at  Lenovo

GENERAL INFORMATION

Req #
100015365
Career area:
Information Technology
Country/Region:
Malaysia
State:
Wilayah Persekutuan Kuala Lumpur
City:
Kuala Lumpur
Date:
Tuesday, August 6, 2024

Additional Locations:

• Malaysia

POSITION OVERVIEW: MONITORING SUPPORT INTERN (MALAYSIA KYDP TRAINEES ONLY)

Please note that this position is specifically for participants of the Malaysia KYDP program. When applying, ensure that your resume clearly states your participation in Malaysia KYDP.

JOB DESCRIPTION:

Lenovo is seeking a proactive and detail-oriented intern to join our Monitoring Support team. In this role, you will be responsible for monitoring service orders and coordinating service deliveries with internal teams (such as TMO, SMO, MSD) and external partners (such as local service providers). You will play a crucial role in ensuring that services are delivered to customers within the committed turnaround time, acting as a control tower for seamless service delivery coordination.

TRAINEE REQUIREMENTS:

• Major in Information Technology, International Business, or a related field.
• Excellent verbal and written communication skills with strong attention to detail.
• Ability to manage adverse and ambiguous situations.
• Good analytical and problem-solving skills.
• Basic skills in Microsoft Office (Outlook, Excel, and PowerPoint).

• Closely monitor open service orders daily.
• Proactively track service order deliveries to ensure timely repair within service level agreements.
• Serve as the control tower for general inquiries, operational activities, and escalations via phone, email, chat, and Communicator queue to ensure resolution and customer satisfaction.
• Address requests and provide timely progress updates until issues are resolved.
• Interpret data and analyze results using statistical techniques.
• Interface with relevant service teams to address part relations, substitution, delivery ETA revisions, service deferrals, and alternatives for any potential delays.