Channel Partner Helpdesk Specialist

About the role

As a Channel Partner Helpdesk Specialist you will be the primary point of contact for Lenovo’s partners, providing day‑to‑day operational and technical support. You will guide partners through onboarding, deal registration, order inquiries and various program‑related processes while ensuring smooth communication between partners and internal IT teams.

Key responsibilities

• Provide helpdesk and operational support for partners, including onboarding guidance and navigation of bid tools such as LPH and LBPe.
• Manage deal registration activities, handling approvals, rejections, re‑routing and exceptions.
• Assist with order‑related inquiries, including status checks, stuck orders and coordination with relevant internal teams.
• Act as a liaison between partners and IT support, gathering information, updating partners and tracking issue resolution.
• Handle support tickets via email, live chat, Microsoft Teams calls and the Helpdesk Ticket Management Tool.
• Perform triage of incoming requests, directing them to appropriate internal teams and following up on resolutions.
• Maintain and update knowledge documentation, contribute to process improvements and deliver ad‑hoc training.
• Support system testing and stay current with tool enhancements to better assist partners.

Required profile

• Bachelor’s degree or higher.
• Fluent English (spoken and written) for communication with US/Canada partners.
• Minimum 1 year of experience in helpdesk, customer support or operations support.
• Familiarity with commercial indirect selling models and partner onboarding to order processes.
• Ability to handle high‑volume requests in a fast‑paced environment.
• Strong problem‑solving and troubleshooting abilities.
• Experience working across teams in a cross‑region or global setting.
• Willingness to support North America business hours.

Required skills

• LPH (Lenovo Partner Hub) tool
• LBPe (Lenovo Bid Platform) tool
• Helpdesk Ticket Management Tool
• Microsoft Teams