Service Desk Analyst

Huntington National Bank • Columbus, OH

5d • Onsite

About The Position

The Service Desk Analyst provides technical assistance and support for computer systems, hardware, and software while delivering outstanding customer service to internal customers. The role responds to queries, runs diagnostics, isolates problems, determines and implements solutions, and provides timely, accurate troubleshooting by telephone or email. It is an onsite position at the Easton Oval office in Columbus, Ohio.

This high-volume service role involves answering colleagues’ questions and supporting the service team. The analyst works individually and collaboratively to meet service goals, maintains current knowledge of Huntington products, services, technology, and procedures, documents customer needs and issue notes, and follows up to confirm resolution. The role also partners with internal support groups and contributes to initiatives that improve the service desk.

Requirements

• At least one year of IT support, customer service, and call center experience; experience may be a combination of professional work, internships, academic projects, or coursework.
• Associate's degree.
• Availability for daytime and evening hours during the week and some weekends as part of the normal, permanent schedule.
• Professional verbal communication skills.
• Ability to quickly resolve complex problems using resources such as computer screens and documentation.
• Ability to adapt to stakeholder needs, including handling difficult conversations.
• Ability to use a headset and sit for long periods.
• Experience with Microsoft Office applications and the Internet.

Nice To Haves

• Familiarity with ServiceNow, Genesys call center tooling, or relevant technical environments.
• Previous banking environment experience.
• A+ certification.
• Network+ certification.
• HDI certifications.

Responsibilities

• Provide outstanding service to internal customers and build relationships with them.
• Work individually and as part of a team to meet and exceed call-handling, availability, and quality goals.
• Maintain current knowledge of Huntington products, services, technology, and procedures.
• Compile documentation needed to fulfill internal customer needs.
• Document required notes in appropriate systems so staff are informed and prepared.
• Follow up with internal customers to ensure issues have been resolved.
• Drive initiatives to improve the service desk.
• Partner with internal support groups to provide the best service to colleagues.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree