Service Desk Analyst

Huntington Bancshares - Flint, MI

Full-time - Entry Level

Hybrid - Flint, MI

1,001-5,000 employees

Management of Companies and Enterprises

About the position

The Service Desk Analyst position at Huntington Bank is focused on providing exceptional customer service and technical support for computer systems, hardware, and software. The role involves responding to queries, diagnosing issues, and implementing solutions to ensure a high level of service for colleagues. This position requires strong communication skills and the ability to work both independently and as part of a team in a fast-paced 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, i.e., call handle time goals, availability 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
• 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
• Other duties as assigned

Requirements

• Minimum 1 year of IT support or IT Service Desk experience required
• Associate degree (can be substituted with relevant work experience)
• Must be available to work daytime and evening hours during the week and on some weekends as part of their normal, permanent schedule

Nice-to-haves

• Previous banking environment experience preferred
• 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
• HDI certifications