Service Desk Analyst

Huntington National Bank • Columbus, OH

12h • 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 diagnostic programs, isolates problems, and determines and implements solutions. It also troubleshoots issues by telephone or email in a timely and accurate manner and provides end-user assistance as needed. This is a high-volume service position focused on providing prompt and accurate answers to colleagues and the support team.

The position is onsite at Huntington’s Easton Oval office in Columbus, Ohio. Candidates must be available for daytime and evening hours during the week and some weekends as part of their normal, permanent schedule. The role is classified as non-exempt and is eligible for overtime pay.

Requirements

• At least 1 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 to work daytime and evening hours during the week and some weekends as part of a 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 of time.
• 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 or exceed call handle time, availability, and quality goals.
• Maintain up-to-date knowledge of Huntington products, services, technology, and procedures.
• Compile documentation needed to fulfill internal customer needs effectively.
• Record required notes in appropriate systems so staff can be educated and prepared for success.
• Follow up with internal customers to ensure issues have been resolved.
• Drive initiatives that improve the service desk.
• Partner with internal support groups to provide the best service to colleagues.
• Respond to technical queries, run diagnostic programs, isolate problems, and implement solutions.
• Troubleshoot problem areas by telephone or email and provide end-user assistance as needed.
• Perform other duties as assigned.

What This Job Offers

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