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). To find out more visit www.lenovo.com and read about the latest news via our StoryHub. Business Area Description: The Lenovo Service Desk serves as a Single Point of Contact (SPOC) and delivers comprehensive IT support to Customer’s end users. Integrated with our customer’s IT functions and processes, Lenovo Service Desk performs end to end Incident and Request management on behalf of our customers. Key Objectives of Position: The Training Management Senior Analyst is a key role within delivery operations responsible for identifying and assessing training needs, creating tailored training plans, and implementing various training methods to enhance Agents' skills and performance. They monitor training program effectiveness and stay updated on training trends. Knowledge Champion Agent Service Readiness Improve Performance (i.e., First Call Resolution) Identify potential areas for continuous improvement. Collaborate with Quality Control teams on increasing performance and productivity Day-To-Day Tasks: The trainer role is to provide technical or soft skills training to new and seasoned service desk analysts to improve performance and increase first call resolution. The responsibility includes creating educational material, conducting training sessions, identifying skills gaps, and ensuring team members stay motivated. The Technical Trainers are expected to be the knowledge champions of the organization. The goal is to make sure that the services delivered are within the standard level agreements. Perform or supervise the performance of DWS training activities. Coordinate, develop, and participate in an ongoing training. Performs activity that is intended to increase the knowledge, skills, and abilities of Agents and Technicians Provide necessary training, coaching, and mentoring to Agents and Technicians. Plan, develop, conduct, and implement training activities. Create, Revised training plans, modules, and scorecard. Develop training objectives, select training methods, and evaluate training results. Identify areas for improving individual and team performance. Identify skills gaps and fill them. Develop presentations, training materials, and handout materials. Provide training guidance and feedback to Agents, Technicians and Leaders Key Competencies Needed: Strong written and verbal communication skills, with the ability to translate technical information into user-friendly language. Continuous learning mindset to adapt training strategies to evolving technologies and business needs. Intermediate knowledge of hardware, software, and enterprise IT environments. Attention to detail and strong organizational skills. Ability to build strong relationships and influence multiple technical and non-technical teams. Candidate Pre-Requisites Previous Experience: 3-5 years previous experience in either an internal or outsourced DWS Delivery. Continuous learning mindset to adapt training strategies to evolving technologies and business needs. Qualifications: Completed undergraduate degree in an IT-related field or completed technical high school with additional IT certifications. Solid understanding of enterprise IT environments and learning frameworks ITIL Foundation certification. Knowledge-Centered Service (KCS) certification (desirable). ISO 20000 Foundation (desirable).
