Job Location: Strongsville, OH
The Help Desk Analyst assists PPG Refinish with support for PPG customers. Support is achieved by ensuring the Help Desk analysts provide comprehensive customer support that far exceeds competitors. This support involves working with collision shops, paint distributors and PPG’s sales force, Microsoft Windows software, computers, computer peripherals and basic computer networks. Support is provided primarily by staffing and answering phone calls combined with remote support tools facilitating connection into customer computers. Calls are handled in a sensible fashion and raised, as needed, for a timely resolution. The Help Desk Analyst is expected to handle calls based on their training and ability to complete their ticket in a short time. If the call is beyond their level of knowledge or becomes difficult to handle quickly, they will raise to a more knowledgeable Senior or Lead Analyst. There may occasionally be training, or special projects assigned to increase the Analyst’s knowledge and skills.
Responsibilities:
Help Desk:
- Provide phone coverage for incoming customer calls.
- Be proficient at handling calls quickly and accurately. Raising when required to assure incoming calls are answered promptly.
- Master PPG Software – ex. Paint Manager Legacy, Pant Manger XI, Color Accurate and others as they are developed.
- Master subscription management tasks.
- Update records in Vantage point with ticket and subscription information.
- Master hardware setup, connections, configuration, and troubleshooting.
- Master the use of available troubleshooting tools including Color IT Wiki knowledge base.
- Contribute to overall department knowledge by participating in team discussions regarding knowledge acquired during calls as well as new discoveries outside of PPG helpdesk experiences.
- Customer focused and Team oriented.
- Superb communication (verbal and written) skills.
- Excellent organizational skills.
- Prior experience working with computer hardware (setup of computers, printers, displays etc…) and associated connectors, cables, and wireless solutions. Basic understanding of Networking is helpful but not required.
- Ability to install and configure software products with instruction.
- Desire to increase analytical skills and abilities.
- Experience using Microsoft Office Suite of products, especially Excel and Word.
- Microsoft certifications and, or, A+ or Network + desired but not required—
The PPG Way
Every single day at PPG:
We partner with customers to create mutual value.
We are insightful, dedicated and proactive. We have intimate knowledge of the market and our customers. We focus on practical solutions that make a difference.
We are “One PPG” to the world.
We are better and stronger together. We leverage our scale to reach new markets and introduce innovative technologies as we differentiate and disrupt our markets.
We trust our people every day, in every way.
We enable and empower our people to make the right decisions. We are inclusive, transparent and respectful. Our feedback is clear and actionable.
We make it happen.
We have a passion for winning. We achieve. We deliver with discipline and integrity. We bring our best energy to our work. We decide and act intelligently and quickly.
We run it like we own it.
We respect one another by being responsible and accountable. We always act in the best interest of our company, customers, shareholders and our communities.
We do better today than yesterday – every day.
We continuously learn. We develop our people to grow our businesses.
PPG Way: (Click here to learn more about the PPG Way)
PPG vision: http://corporate.ppg.com/Our-Company/PPG-Vision.aspx
We are One PPG: http://one.ppg.com/
PPG provides equal opportunity to all candidates and employees. We offer an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, veteran status, marital status, sexual orientation, gender identity or expression. If you need assistance to complete your application due to a disability, please email recruiting@ppg.com.
PPG values your feedback on our recruiting process. We encourage you to visit Glassdoor.com and provide feedback on the process, so that we can do better today than yesterday.
Benefits will be discussed with you by your recruiter during the hiring process.
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