Help Desk Analyst

As the Help Desk Analyst, you will assist PPG Refinish with support for PPG customers. We achieve support 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 team, 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. We handle calls in a sensible fashion and escalate them, as needed, for a timely resolution.

Responsibilities

• Provide phone coverage for incoming customer calls.
• Be proficient at handling calls quickly.
• Require escalating when necessary to assure that we answer incoming calls 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 obtained during calls as well as new discoveries outside of PPG helpdesk experiences.

Qualifications

• Customer-focused and Team-oriented.
• Prior experience working with computer hardware (setup of computers, printers, displays etc...) and associated connectors, cables, and wireless solutions. Basic understanding of Networking.
• 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

PPG /PPG