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Helpdesk Support Analyst AkzoNobel is proud to be one of the world's leading industrial companies. Based in Amsterdam, the Netherlands, we make and supply a wide range of paints, coatings and specialty chemicals. In fact, we are the largest global paints and coatings company. Within our North American paints business, we produce a portfolio of well respected and recognized brands, including Glidden, BĂ©tonel, CIL, Devoe, Dulux, Sico paints; Sikkens and Synteko woodcare products; plus Liquid Nails adhesives and caulks. We think about the future, but act in the present. We're passionate about introducing new ideas and developing sustainable answers for our customers. That's why our employees - whether in North America or abroad - are committed to excellence and delivering Tomorrow's Answers Today. The primary responsibility of the Help Desk Analyst is to provide Level 1 support for all POS systems including hardware, software, data communication and network connections for AkzoNobel Deco Trade stores in North America. This position must also provide off-hours pager support on a rotating basis with other support personnel. This support must be available from 6:00 am to 8:00 am and 5:00 pm to midnight EST (Monday through Friday), 8:00am to 9:00pm EST (Saturdays, Sundays & holidays). Support consists of home or remote access to resolve after hours issues. This support is intended to provide users a means to correct mission-critical issues; procedural queries are handled only during regular Help Desk hours. Off-hours support is separately compensated based on a flat-daily amount and overtime for calls taken. Responsibilities include: 1. Answer Helpdesk Hotline to assist stores with operational difficulties encountered in the day-to-day use of Store systems (both hardware and software). 2. After evaluation of incoming calls, issues are first diagnosed (which may include use of scripts), corrected if possible (based on prior resolutions) and if not solved a request for assistance is initiated to internal personnel (i.e. programmers, systems analysts) or 3rd party suppliers as appropriate (i.e. Bell Canada, NCR, Royal Bank, MCI and ICL). Follow up to ensure problem is solved, which may include dispatch of service technicians to stores. 3. Record/log all store calls and create follow-up tickets (problem reports); audit all received store POS data and identify errors. Review software releases and in-store updates. 4. Perform necessary follow-up to close issues; maintain individual store files; follow through with outside vendors to establish course of action. Contact stores to advise of problem resolution, etc. 5. Ensure the daily head office Communication (VPN/RTS etc.), Helpdesk and File Nexus Reports are correct and complete. Contact store and HO departments if inaccuracies appear and advise how to correct and/or report inconsistencies to Management. 6. Arrange for installation and/or relocation of all store systems. 7. Identify trends and key issues in problem areas – i.e. training required, hardware breakdowns, etc. REQUIREMENTS: Post secondary (college) education in related field or equivalent experience. Helpdesk/Support/Retail experience PC Network (Windows, application) Excellent verbal and written communication skills Organizational skills Trouble shooting skills Professional telephone etiquette Thorough knowledge of PCs and the POS system Execute Windows, DOS and NT commands Execute SQL queries Knowledge of Color Tinting PCs, & support equipment and Tinting Applications/ System Remote connection/dial in knowledge Ability to prioritize workload and meet deadlines Ability to perform multi-tasks Ability to narrow problem area through trouble shooting Good time management skills Ability to communicate in English and also preferably French and/or Spanish AkzoNobel offers a competitive base salary, incentive plan, medical & dental benefits, RRSP & pension plans, and other additional benefits. We look forward to hearing from you! All applicants applying for positions in the United States must be eligible to work in the United States, as we are an Electronic I-9 / E-Verify registered company. Employment is contingent upon successful completion of a background investigation and a pre-employment drug screening. Some applicants may also be required to take a pre-employment physical based on the nature of the position for which they have applied. AkzoNobel is an Equal Opportunity Employer - M/F/D/V How to apply:  DO NOT use the Apply Online button. Please copy and paste the following link into your browser address bar: http://akzous.contacthr.com/26583428 .aym6{position:absolute;clip:rect(397px,auto,auto,397px);} Apply here short term loans online

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