Masco Corporation Staff Support Analyst in Indianapolis, Indiana

Job Description

Delta Faucet Company has a superb opportunity for a 3-day, 12-hour night shift role within our Helpdesk Department at our Headquarters in Indianapolis!

Purpose:

We are here to support our staff members via inbound calls, emails, and online requests. We resolve issues to ensure our customers can do their jobs, get into systems and be productive. You will assist the team in the productions systems, including plant staff, rep agencies, wholesales, showroom, and suppliers.

Nature and Scope:

Are you well-organized, focused, and enjoy the flexibility to develop creative solutions to problems? If so, this is the opportunity for you. We act as the Single Point of Contact (SPOC) between the users and the Information Services organization. You will handle incidents and requests. Our objectives are to improve service availability and restore service whenever possible as quickly as possible. The Datacenter operation is a dynamic environment with new programs, software, hardware, processes and procedures occurring often and rapidly. The new programs implemented can impact how daily work is completed and how users support is provided. You will work closely with everyone in the IS department and be compatible with the business user via support center responsibilities. Respond to emails from employees and customers seeking help with software- or computer-related issues. Maintain a high level of courteous customer service at all times.

Principle Accountabilities:

  • Inform the user of the assigned priority of requests and set expectations of completion with user

  • Record and track incidents and complaints and close incidents when completed

  • Keep customers/users informed of request status and progress

  • Provide initial assessment of requests/issues and settle actions necessary to resolve route to appropriate resources

  • Handle 2nd and 3rd level support as needed

  • Monitor and advance automated production scheduled jobs

  • Lead backup procedures and assure media is transported off-site and returned as scheduled

Education & Experience:

  • Analytical, deductive problem solver who strives for accurate, quality results

  • Courteous, a good listener, and able to focus on a problem until its resolved

  • Team oriented

  • Excellent Customer Service skills

  • Strong verbal and written skills

  • Handle daily operations including Workload Automation and Tape Management.

  • Develop new strategies and procedures to enhance workflow and improve customer happiness.

  • Own the needs of in-house IS and remote employees, vendors and contractors.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Company

Delta Faucet Company

Shift

Shift 2 (United States of America)

Full or Part Time

Full time

Masco Corporation is an equal opportunity employer. Applicants are considered for all positions without regard to race, color, religion, gender, sexual orientation, protected status as a veteran, national origin, age, disability, genetic information, gender identity, or any other legally protected status under federal, state or local law.

Masco Corporation is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish at https://e-verify.uscis.gov/web/media/resourcesContents/E-VerifyParticipationPoster_ES.pdf

E-verify Right to Work Poster: English at https://www.uscis.gov/sites/default/files/USCIS/Verification/E-Verify/E-VerifyNativeDocuments/RighttoWorkPosterEnglish.pdf , Spanish at https://www.uscis.gov/sites/default/files/USCIS/Verification/E-Verify/E-VerifyNativeDocuments/RighttoWorkPosterSpanish.pdf

No visa sponsorship is available for this position, unless specified within the job description.

Masco Corporation is a global leader in the design, manufacture and distribution of branded home improvement and building products. Our portfolio of industry-leading brands includes Behr® paint; Delta® and Hansgrohe® faucets, bath and shower fixtures; KraftMaid® and Merillat® cabinets; Milgard® windows and doors; Kichler® decorative and outdoor lighting and HotSpring® spas. We leverage our powerful brands across product categories, sales channels and geographies to create value for our customers and shareholders.

Masco embraces its responsibility to the communities where we live, work and do business, and we are confident that our actions are making an important difference from coast to coast. We maintain partnerships with a wide range of organizations, including Habitat for Humanity, St. Jude Children’s Research Hospital, City of Hope, the Leukemia and Lymphoma Society, World Vision, United Way and countless other nonprofits both big and small.