Service Desk Support Analyst

**Job Description**:
Job Summary

The Service Desk Support Analyst provides technical support by phone, chat and web tickets to 3M employees, contractors and vendors, on Windows / iOS, software/hardware technical issues, inquiries and business processes. 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**:

- Answering incoming calls / chats/ web tickets and providing technical assistance following established procedures and guidelines.
- Routing more advanced problems outside of established guidelines or scope to the appropriate support group.
- 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.
- Identifies problems and opportunities for improvement with components or processes used to deliver IT solutions.
- Flexibility to adapt to schedules within same shift or to a different shift in case required.
- Basic Qualifications
- 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).
- Demonstrated tolerance of ambiguity, self-motivation and flexibility to adapt to a changing environment.
- Excellent listening and communication skills, customer service and interpersonal skills.
- 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
- Proficient on Portuguese will be considered a plus.
- Experience working with NICE InContact
- 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.
- Excellent interpersonal, written and team collaboration skills
- Knowledge and /or certification on a Service Management framework such as ITIL.
- Location
- San Jose, Costa Rica
- Working at 3M
- Unleash your potential.
- Our success depends on the energy of our employees and the high quality of their leadership. Most of all it depends on their continuous improvement.
- Move forward.
- From sales to manufacturing to marketing to engineering, if you're committed to expanding your knowledge and gaining leading-edge skills, this is the place to do it. Professional development at 3M includes excellent training, continuing educational support, mentorship from smart, experienced people and more.
- Move up - or move in new directions.
- You'll find a strong promote-from-within culture here; it's an important aspect of our emphasis on learning and professional growth. You may also move between business units or even, potentially, to different locations around the world. That's one of the many advantages of our diverse business model and global reach.

3M es un empleador que ofrece las mismas oportunidades. 3M no discriminará a ningún solicitante de empleo por razones de raza, color, edad, religión, sexo, orientación sexual, identidad o expresión de género, origen nacional, discapacidad o estado de veterano.

Our approach to flexibility is called Work Your Way, which puts employees first and drives well-being in ways that enable 3M’s business and performance goals. You have flexibility in where and when work gets done. It all depends on where and when you can do your best work.

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