IT Support Analyst - Service Desk with German
3M Service Center EMEA Sp. z o.o.
WrocławWrocław, Lower Silesia
- offer expired 4 months ago
- contract of employment
- specialist (Mid / Regular)
- remote recruitment
Technologies we use
About the project
The IT Support Analyst - Service Desk provides technical support by phone, chat and web tickets to 3M employees, contractors and vendors, on Windows / iOS, software/hardware technical issues. 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.
Routing more advanced problems outside of established guidelines or scope to the appropriate support group.
Utilization of the Knowledgebase, 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 the same shift or to a different shift in case required.
Service Scope (Monday – Friday and Sunday) 6:00 AM – 7:30 PM.
Should possess or currently studying Bachelor's degree in Information Technology and/or Information Systems or other IT related disciplines.
Functional knowledge Microsoft Office and Office 365 suite, including SharePoint, One Note and Visio.
Proficient on English and German (Written and oral).
Knowledge of the foreign languages - French or Italian will be strong benefit - min. B2 level
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 as a plus
At least 1 year of experience in working on a call center environment as 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 connectivity, including VPN.
Excellent interpersonal, written and team collaboration skills
Knowledge and /or certification on a Service Management framework such as ITIL.
What we offer
Private medical care
Opportunity to work globally as part of an international organization
Work in a respectful, inclusive and friendly environment with open door policy
Professional training and onboarding package
Supporting your professional development, possibility to gain certifications/co-founding studies
Supporting your work-life balance through being a part of community groups, CSR actions, volunteering
Internal integration events
3M Service Center EMEA Sp. z o.o.
Nauka i opracowane w 3M nowoczesne technologie znajdują zastosowanie na całym świecie, poprawiając jakość życia. Osiągamy roczną sprzedaż na poziomie 33 miliardów dolarów, a ponad 93 000 naszych pracowników współpracuje z klientami na całym świecie. 3M od lat angażuje się w innowacje. Budując przestrzeń do poszukiwania nowych rozwiązań, zachęcamy i wspieramy naszych pracowników do podejmowania ryzyka w wypracowywaniu kreatywnych rozwiązań. Czerpiemy z różnorodności, co owocuje innowacyjnością. U nas możesz wykorzystać swój talent, tworząc rozwiązania, które mają znaczenie.