Services Operations Analyst

Lenovo; Bogotá; Híbrido; COP 33.480.000 - 55.800.000; Jornada completa

Descripción de la vacante

Lenovo is seeking a Services Analyst in Bogotá, Colombia, to support service operations and provide process and technical support to stakeholders. You will help ensure timely case resolution, SLA and KPI compliance, and contribute to data analysis and continuous improvement initiatives.

In this hybrid role, you will collaborate with Sales, Logistics, Billing and external partners to drive issue resolution and maintain quality standards across service procedures and systems.

Formación

• Interest in technology and customer support operations.
• Strong analytical and problem-solving skills.
• Intermediate Excel skills focusing on Pivot Tables, XLOOKUP, VLOOKUP, and data validation.

Responsabilidades

• Monitor service cases and ensure SLA/KPI compliance.
• Analyze issues and initiate resolution; escalate when needed.
• Support service operations including returns, replacements, refunds, and warranty validation.
• Prepare reports, track performance metrics, analyze trends, and conduct root cause investigations.
• Coordinate with Sales, Logistics, Billing and partners to ensure smooth service delivery.
• Lead continuous process improvement initiatives.

Conocimientos

Analytical thinking

Problem solving

Excel skills

Pivot Tables

XLOOKUP

VLOOKUP

Educación

Engineering

Computer Science

Information Technology

Herramientas

MS Office

Data analysis tools

Descripción del empleo

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 #153 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.

Services Analyst

About The Role

As a Services Analyst, you will support service operations while providing process and technical support to internal and external stakeholders. You will help ensure timely case resolution, service level compliance, quality standards, and customer satisfaction. Working closely with cross-functional teams including Sales, Logistics, Billing, and external partners, you will contribute to issue resolution, process execution, quality assurance, audit readiness, data analysis, and continuous improvement initiatives.

This position is hybrid based in Bogotá, Colombia.

What You’ll Do

• Monitor service cases and technical support requests, ensuring SLA and KPI compliance.
• Perform initial issue analysis and resolution process, escalating complex situations when necessary.
• Support service operations, including returns, replacements, refunds, warranty validation, and related transactions.
• Respond to customer and stakeholder inquiries, ensuring timely resolution and effective communication.
• Prepare reports, track performance metrics, analyze trends, and root cause investigations.
• Conduct case audits (technical and operational) to ensure compliance with service procedures, documentation requirements, quality standards and data integrity across systems.
• Support technical investigations by gathering data, identifying patterns, documenting findings, and coordinating with technical and field service teams to drive issue resolution.
• Leading continuous process improvement cycles: Identify recurring issues, process gaps, and improvement opportunities, recommending preventive and corrective actions.
• Collaborate effectively in a fast-paced, multicultural environment.

Requirements

Mandatory:

• Interest in technology, customer support operations, technical support, customer experience, quality assurance and continuous process improvement.
• Strong analytical and problem-solving skills.
• Intermediate MS Office skills with focus on Excel (Pivot Tables, XLOOKUP/VLOOKUP, filtering, and data validation).

Nice to have

• Previous internship or work experience in any field is a plus.

Personal Qualifications

• Studies, recent graduate or final-year student in Engineering, Computer Science, Information Technology, or related fields.
• Highly detail-oriented with strong communication skills, proactive approach, and passion for continuous learning.
• Ability to work effectively in teams, with a strong interest in collaborating across diverse, multicultural, and cross-functional environments.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.