Service Desk Junior Analyst

General Information

Req #

WD00100178

Career area:

Information Technology

Country/Region:

Brazil

State:

São Paulo

City:

Indaiatuba

Date:

Wednesday, July 8, 2026

Working time:

Full-time

Additional Locations:

Brazil - São Paulo - Indaiatuba

Brazil - São Paulo - Indaiatuba

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$83 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 www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

Role Summary

Serve as the first point of contact for end users by delivering high-quality IT support, managing incidents and service requests, and ensuring a positive customer experience through timely triage, communication, and resolution management.

Key Responsibilities

Act as the Single Point of Contact (SPOC) for end-user IT incidents and service requests.

Receive and manage support requests via phone, email, and webchat.

Log, categorize, and prioritize incidents and requests within the ITSM platform.

Gather relevant information to accurately diagnose issues and ensure ticket quality.

Route tickets to the appropriate resolver groups and communicate next steps to end users.

Follow established Standard Operating Procedures (SOPs) and escalation processes to ensure timely resolution.

Monitor and manage assigned tickets through to closure while maintaining regular communication with users.

Deliver a professional, customer-focused support experience that builds confidence and trust.

Key Skills & Competencies

Excellent customer service and communication skills, both verbal and written.

Strong troubleshooting and problem-solving abilities.

Working knowledge of desktop hardware, including Dell, Lenovo, HP, and Apple devices.

Experience supporting Microsoft Windows operating systems.

Ability to prioritize tasks, multitask effectively, and perform well in a fast-paced environment.

Strong attention to detail and commitment to accurate documentation.

Familiarity with ITSM tools and incident management processes.

Qualifications & Experience

Experience

1–2 years of experience in an internal or outsourced IT Service Desk or Help Desk environment.

Experience handling incidents, service requests, and ticket management using an ITSM platform.

Education

Diploma or Bachelor's degree in Information Technology or a related field.

Preferred Certifications

CompTIA A+, ITIL Foundation, or other relevant IT support certifications are an advantage.

Additional Locations:

Brazil - São Paulo - Indaiatuba

Brazil - São Paulo - Indaiatuba

Brazil

Brazil - São Paulo

Brazil - São Paulo - Indaiatuba , Brazil - São Paulo - Indaiatuba