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Service Desk Support Analyst
hace 1 mes
**Job Description**:
Job Summary
The Service Desk Support Analyst provides technical support by phone and chat to 3M employees, contractors, and vendors, on Windows / iOS, Office, software/hardware technical issues and IT-related inquiries.
This position requires technical and functional knowledge of various programs and IT infrastructure, as well as the ability to work within cross-functional teams from different businesses and various countries in a complex organization with differences in language, culture and time zones.
Some degree of judgment required in resolving non-standard problems may be needed.
**Responsibilities**:
- This role requires to work one day on weekends as part of the regular schedule.
- Flexibility to adapt to schedules within same shift or to a different shift in case required.
- Answering incoming calls and chats and providing technical assistance following established procedures and guidelines.
- Utilization of the Knowledge base, ensuring all documented solutions are applied, following the established documentation standards, and provide feedback for necessary updates to the database.
- Document IT-related cases using the corporate Service Management tool.
- Identifies problems and opportunities for improvement with components or processes used to deliver IT solutions.
- Routing more advanced problems outside of established guidelines or scope to the appropriate support group.
Basic Qualifications
- Responsible, excellent schedule attendance.
- Excellent listening and communication skills, customer service, team collaboration and interpersonal skills.
- Demonstrated tolerance of ambiguity, self-motivation, respect and flexibility to adapt to a changing environment.
- Should possess or currently studying bachelor's degree in Information Technology and/or Information Systems or other IT related discipline.
- Functional knowledge Microsoft Office and Office 365 suite, including SharePoint, One Note and Visio.
- 90% proficient on English (Written and oral).
- Fast learning and well-developed analytical thinking and problem-solving skills.
- At least 2 years of experience working on a technical support environment
- At least 1 year of experience in working on a call center environment.
Preferred Qualifications
- Experience working with Call Center Solutions.
InContact knowledge is highly desirable.
- Technical and /or functional knowledge of Lotus Notes.
- Advanced technical knowledge in Office 365, One Drive, Active Directory.
- In-depth knowledge on Apple /iOS devices.
- Intermediate to advanced knowledge on Networking, Share Point and Remote connectivity, including VPN.
- Knowledge and /or certification on a Service Management framework such as ITIL.
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