Service Desk Analyst 2

Huntington National Bank•Columbus, OH

1d•Hybrid

About The Position

The Service Desk Analyst 2 provides outstanding customer service at all times. The technical support professional will handle tickets that are escalated from Level 1. The professional requires greater technical skill and/or access rights than Level 1 support personnel. They’re technical specialist and may also be responsible for participating in root cause analysis. The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion, and provide end-user assistance where required. This high volume service position will allow you to engage your customer service skills by delivering prompt and accurate answers to our colleagues and the support team.

Requirements

Associate's Degree or equivalent experience
1-3 years of customer service and call center experience

Nice To Haves

Previous banking environment experience
Ability to demonstrate professional verbal communication skills
Ability to quickly resolve complex customer problems using various resources including computer screens and other reference material
Ability to professionally handle irate customers
Ability to use a headset and to sit for long periods of time
Experience with Microsoft Office applications and the Internet
A+ and Network+ certifications

Responsibilities

Research and troubleshoot issues.
Work with and communicate directly with Huntington colleagues to resolve issue at an established time.
Collaborate with HSD colleagues and other IT support groups to resolve IT related issues.
Provide knowledge-base documentation to knowledge-base manager.
Take part in Quality Assurance coaching sessions to improve ticket and communication quality.
Take part in team and individual one on one meetings.
Provide outstanding service to, and builds relationships with, customers every day.
Work individually and as a team to meet and exceed established goals, i.e., daily utilization goals, SLA goals and quality goals.
Maintain up to date knowledge on Huntington products, services, technology, and procedures.
Compile documentation necessary for effectively fulfilling customer needs.
Document all notes required in the appropriate systems so that staff can be educated and prepared in being successful.
Respond to email messages for customers seeking help.
Follow up with customers to ensure issue has been resolved.
Drive initiatives that improve the service desk.
Partner with internal support groups in providing the best service to our colleagues.