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Service Desk Intermediate Analyst

Lenovo

Indaiatuba, State of São Paulo, Brazil Full-time June 16, 2026
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Vacancy Description

Description and Requirements


Role Overview

The Service Desk Analyst – Level acts as the first level of escalation for end-user IT issues. This role owns the resolution of tickets escalated from Level 1 analysts, combining technical expertise with strong customer service skills to manage incidents and service requests through to completion.

Key Responsibilities

  • Monitor escalation queues and ensure timely response in line with SLAs
  • Diagnose and resolve user issues via phone, email, chat, and ITSM systems
  • Guide users through troubleshooting steps using analytical and communication skills
  • Leverage knowledge bases and prior experience to identify solutions
  • Update and manage incidents and service requests within ITSM tools
  • Escalate complex issues following established processes and assign to appropriate resolver teams

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    Vacancy Details

    Location Indaiatuba, State of São Paulo
    Country Brazil
    Type Full-time
    Category Computer Occupations
    Posted June 16, 2026

    About Lenovo

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    Lenovo

    Indaiatuba, Brazil

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