Service Desk Analyst

Description

Position Description

The Service Desk position provides outstanding customer service at all times. The service desk's role is to provide technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solutions for Huntington colleagues. The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion and provide end-user assistance where required.

This high-volume service position will allow you to engage your customer service skills by delivering prompt and accurate answers to our colleagues and the support team.

Your daily tasks could also include:

• Providing 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
• Basic Qualifications: Minimum of 1 year of IT support, customer service and call center experience. This can be a combination of professional work experience, internships, academic projects/ coursework.
• Associate's degree or an additional 2 years of relevant work experience

Preferred Qualifications

• Candidates must be available to work daytime and evening hours during the week and on some weekends as part of their normal, permanent schedule
• 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
• Exempt Status: (Yes   = not eligible for overtime pay) ( No   = eligible for overtime pay)
• No
• Workplace Type: Office
• Our Approach to Office Workplace Type
• Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds:  in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.
• Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.
• Huntington is an Equal Opportunity Employer.
• Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.
• Note to Agency Recruiters:  Huntington will not pay a fee for any placement resulting from the receipt of an unsolicited resume.  All unsolicited resumes sent to any Huntington colleagues, directly or indirectly, will be considered Huntington property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.