Service desk support agent

Descripción general

Job Description
3M has developed a new Global Service Center located in San Jose to provide first-class services to 3M Companies across the region. If you are looking for a career in an open, creative, passionate environment and would like to participate in creating something new - apply today!

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.

Requisitos para aplicar

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.
Acquiring and maintaining knowledge of relevant IT services/ application offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users.
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 Avaya Call Center Solution
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