- Proven category leadership
- Exposure to attractive end-markets
- Innovation mindset driving improved patient outcomes
- Collaborative customer relationships
- Deep global regulatory experience
- Operational excellence and strong cash flow
- Strong sales growth and profitability with significant recurring sales
The Impact You ll Make in this Role
- Partnering with the managed service provider s Help Desk Team Lead to ensure end users are receiving appropriate assistance and provider is meeting SLAs
- Identifying and driving opportunities to increase first call resolution and improve end user experience
- Partnering with managed service provider s Major Incident Management team to facilitate recovery efforts requiring cross-functional teams and restore service when a Major Incident occurs
- Ensure managed service provider meets Problem Management SLAs by identifying and remediating root case in a timely manner
- Willingness to participate in on-call rotation
Your Skills and Expertise
To set you up for success in this role from day one, 3M requires (at a minimum) the following qualifications:
- Bachelor s Degree or higher from an accredited university
OR
- High School Diploma/GED from an accredited institution and a minimum of fourteen (14) years of experience in information technology
- X years (# of years applicable for Job Grade 10) of applications and/or infrastructure experience in a private, public, government or military environment
- Experience with Service Management system, Incident Management process, and exceptional competence with Microsoft Office 365 applications
- Problem Management experience: identifying trends in Help Desk calls
- Demonstrated ability to build relationships with team members, managed service provider, and clients to resolve issues, conduct Root Cause Analysis, and solve problems
- Proven track record of customer escalation management and resolution
Additional qualifications that could help you succeed even further in this role include:
- Experience in a Help Desk role
- Experience using ServiceNow
- ServiceNow Certification
- Experience with ITIL processes and IT Service Management, reporting and governance
- ITIL v4 Foundation Certification
- Applications and infrastructure operational support experience
- Excellent interpersonal relations (written/oral communication and facilitation skills) and demonstrated ability to effectively influence, negotiate, prioritize, and make decisions
- Able to multi-task
