Oferta pracy

IT Support Analyst - Service Desk with German

3M Service Center EMEA Sp. z o.o.

  • Wrocław

    Wrocław, Lower Silesia
  • offer expired 4 months ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular)
  • remote recruitment

Technologies we use

Expected

  • Active Directory

  • iOS

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.

Your 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 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.

Our requirements

  • 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

  • Life insurance

  • Retirement scheme

  • Multisport card

  • 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

  • Holiday Bonus

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.

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