Technology Solution Center Analyst Lead
About The Position
As a Technology Solution Center (TSC) Analyst Lead within PNC’s Technology Service Desk organization, you will serve as a point of contact responsible for delivering high-quality technical support across the enterprise. This role combines hands-on troubleshooting with ensuring efficient resolution of technology issues while maintaining exceptional customer service standards. You will operate within a fast-paced, multi-channel support environment, providing assistance via chat and ticketing systems. The role requires strong technical aptitude, communication skills, and the ability to manage escalations.
Requirements
- Proven Service Desk / IT Support experience in a professional environment
- Strong experience handling chat-based technical support
- Familiarity with ticketing systems (ServiceNow preferred)
- Demonstrated ability to manage high-volume chat support
- Solid IT background (hardware, software, networking fundamentals)
- Excellent troubleshooting, communication, and customer service skills
- Reliable internet connection and ability to work standard business hours
Nice To Haves
- Leadership mindset with a focus on team collaboration and continuous improvement
- Commitment to delivering a best-in-class user support experience
Responsibilities
- Act as an escalation point for complex technical issues, ensuring timely and accurate resolution while minimizing business impact.
- Provide support through chat and ticketing platforms, while maintaining quality and responsiveness. This role may require phone support based on business needs.
- Create, document, track, and resolve incidents using tools such as ServiceNow or similar ITSM platforms. Ensure proper prioritization, categorization, and documentation of issues.
- Diagnose and resolve hardware, software, network, and access-related issues across a variety of systems and applications.
- Deliver a high level of customer service by clearly communicating technical solutions to non-technical users and maintaining professionalism in all interactions.
- Provide guidance, coaching, and support to junior analysts, as needed.
- Identify trends in incidents and recommend process improvements, knowledge base enhancements, and automation opportunities to increase efficiency.
- Adhere to organizational policies, security standards, and confidentiality requirements, especially while working in a remote environment.
Benefits
- medical/prescription drug coverage (with a Health Savings Account feature)
- dental and vision options
- employee and spouse/child life insurance
- short and long-term disability protection
- 401(k) with PNC match
- pension and stock purchase plans
- dependent care reimbursement account
- back-up child/elder care
- adoption, surrogacy, and doula reimbursement
- educational assistance, including select programs fully paid
- a robust wellness program with financial incentives
- maternity and/or parental leave
- up to 11 paid holidays each year
- 9 occasional absence days each year, unless otherwise required by law
- between 15 to 25 vacation days each year, depending on career level; and years of service
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
