Service Desk Analyst

0101 The Huntington National Bank - Flint, MI

Full-time

Hybrid - Flint, MI

About the position

The Service Desk position at Huntington is focused on delivering exceptional customer service while providing technical assistance and support for computer systems, hardware, and software. The role involves responding to queries, diagnosing problems, and implementing solutions to ensure a high level of service for colleagues. This position requires effective communication and problem-solving skills to assist users promptly and accurately, contributing to a collaborative team environment.

Responsibilities

• Provide outstanding service to, and build relationships with Huntington colleagues every day
• Work individually and as a team to meet and exceed established goals, such as call handle time, availability, 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 for staff education
• Follow up with 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
• Perform other duties as assigned

Requirements

• Minimum 1 year of IT support or IT Service Desk experience required
• Associate degree or relevant work experience
• Availability to work daytime and evening hours during the week and on some weekends

Nice-to-haves

• Previous banking environment experience
• Ability to demonstrate professional verbal communication skills
• Ability to quickly resolve complex customer problems using various resources
• Ability to professionally handle irate customers
• Experience with Microsoft Office applications and the Internet
• A+ and Network+ certifications
• HDI certifications

Benefits

• Equal employment opportunities
• Commitment to diversity and inclusion
• Hybrid workplace flexibility