3M is seeking a Service Desk Support Analyst as part of the Global Service Desk team for the Information Technology / Corporate Staffing Group.
Ready to be part of what's next? 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, business processes and required communication sets.
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.
Acquiring and maintaining knowledge of relevant IT services / application offerings, current support policies, and methods of support delivery, in order 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 QualificationsShould 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 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 environmentAt least 1 year of experience in working on a call center environment.
Knowledge in Mandarin (Speaking, Listening and Reading Skills are required. Writing skill is preferred for this role).Preferred QualificationsExperience working with InContact Call Center SolutionTechnical and / or functional knowledge of Lotus Notes.
Advanced technical knowledge in Office , 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 skillsKnowledge and / or certification on a Service Management framework such as ITIL.
LocationTBDLearn more about 3M’s creative solutions to the world’s problems at or on Twitter 3M.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.Please note : your application may not be considered if you do not provide your education and work history, either by : 1) uploading a resume, or 2) entering the information into the application fields directly.
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Before submitting your application you will be asked to confirm your agreement with the terms.