.DescripciónPosition DescriptionJob SummaryThe 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 anctional knowledge of various programs and IT infrastructure, as well as the ability to work within cross-functional teaom 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.ResponsibilitiesAnswering incoming calls / chats/ web tickets and providing technical assistanllowing 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 are appliellowing the established documentation standards, and proviedbar necessary updates to the database.Identifies problems and opportunitir improvement with components or processes used to deliver IT.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 365 suite, including SharePoint, One Note and Visio.% proficient on English (Written and oral).Demonstrated tolerance of ambiguity, self-motivation aexibility 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 Importante empresa working on a technical support environmentAt least 1 year of Importante empresa in working on a call center environment.Preferred QualificationsProficient on Portuguese will be considered a plus.Importante empresa working with NICE InContactTechnical and /nctional 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 skillsKnowledge and /or certification on a Service Managemeamework such as ITIL.LocationSan Jose, Costa RicaWorking at 3MUnleash your potential.Our success depends on the energy of our employees and the high of their leadership. Most of all it depends on their continuous improvement.Morward.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