Digital Service Desk Analyst

The Digital Service Analyst role will be a technical application, system, and peripheral support point-of-contact for Sherwin-Williams customers both directly and via their sales representatives.  This role will provide support via phone, chat, or remote connectivity. This role will assist with new and/or existing incidents or requests and will provide both incident troubleshooting and initial problem management for the client community. Significant interaction with personnel of all levels of the company requires staff members to possess strong customer communication skills and an aptitude for ongoing development of customer service and technical skills. The incumbent must be able to understand and communicate technical and business issues with both customers and technical teams in written or verbal formats. This role will acquire knowledge from various sources and apply it for optimal outcomes. Friendly and solution-based phone interaction skills and process and documentation aptitude are critical to success.

Ability to work flexible hours.

Strategy & Planning

• Contribute to process improvement plans.
• Participate in decision making according to established guidelines, standards and procedures.
• Participate in process improvement discussions and make recommendations.
• Work within expected performance measures as reported on services rendered (monthly metrics, and project status reports, if assigned).
• Participate in knowledge dissemination to support ongoing continuous improvement.
• Participate in knowledge transfer from Application and Business Partner Teams to maintain accurate Knowledge Library

System, Service and Application Support

• Support identity and access management within documented policies and procedures for all users.
• Support customer success by sharing solutions to standard known issues.
• Install and troubleshoot devices, systems and software utilizing established documentation and peer support.
• Escalate systems, service, and applications issues to service and support teams as appropriate with full documentation of issue, contacts, and troubleshooting completed.
• Escalate new issues to support ongoing knowledge creation and first call resolution.
• Follow up on open service issues with consistent communication on status and expected outcomes.

Implementation Support

• Support business implementation initiatives by providing primary phone support within policies, procedures, and documentation for approved applications, systems, services, and projects throughout the organization.
• Identify and escalate recurring incidents during implementation to help identify and prioritize trending issues for evaluation, remediation, knowledge creation and first level resolution.

Incidental Functions

• Assist with knowledge and metric documentation to support change and problem management.
• Assist with other projects as may be required to contribute to the efficiency and effectiveness of the group.
• Attend meetings in participation with the team.
• Provide periodic 24/7 on-call support of specific functions.

Formal Education & Certification

• Associate degree (or foreign equivalent) in a Computer Science, Computer Engineering, or Information Technology field of study (e.g., Information Technology, Electronics and Instrumentation Engineering, Computer Systems Management, Mathematics) or equivalent experience.

Knowledge & Experience

• 0 - 1 year(s) of IT experience.
• 0 - 1 year(s) of experience with computer hardware and/or software.
• 0 - 1 year(s) of experience in customer service-related work.
• Basic understanding of information technology infrastructure and computer platforms.
• Basic understanding of computer administration concepts.
• Basic understanding of Windows OS, PC hardware and Office Suites.
   

Must be legally authorized to work in country of employment without sponsorship for employment visa status now or in the future.

This position is eligible to work remote.

Here, we believe there’s not one path to success, we believe in careers that grow with you. Whoever you are or wherever you come from in the world, there’s a place for you at Sherwin-Williams. We provide you with the opportunity to explore your curiosity and drive us forward. Sherwin-Williams values the unique talents and abilities from all backgrounds and characteristics. All qualified individuals are encouraged to apply, including individuals with disabilities and Protected Veterans. We’ll give you the space to share your strengths and we want you show us what you can do. You can innovate, grow and