Service Desk Support Analyst
CR, Asuncion De Belen
hace 1 día

Job Description :

3M has developed a new Global Service Center located in Heredia 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.


  • Answering incoming calls / chats / web tickets and providing technical assistance following established procedures and guidelines in Portuguese, English and Spanish.
  • 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.
  • At least 90% proficient on Portuguese (Written and oral).
  • At least 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

  • 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 connectivity, including VPN.
  • Excellent interpersonal, written and team collaboration skills
  • Knowledge and / or certification on a Service Management framework such as ITIL.
  • Location

    La Ribera de Belén, Heredia, Costa Rica

    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.

    Be part of the very first 3M Global Service Center in the world. Be part of what’s next. Apply Now!

    If you are interested in this position please send your application in English via the 3M Jobs System.

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