IT Support Desk Analyst

Huntington Bank; Tupelo (MS); On-site; USD 36,000 - 54,000; Full time

Job summary

Huntington Bank in Tupelo, MS is seeking a Service Desk Analyst to provide first-line IT support to colleagues across the enterprise. You will troubleshoot hardware and software issues, respond to inquiries, and document resolutions while delivering outstanding customer service.

This onsite role requires excellent communication, problem-solving, and teamwork skills. Availability for daytime and evening shifts and some weekends is expected in a collaborative banking environment.

Qualifications

• 1 year IT support or call center experience or related customer-service roles.
• Associate's degree or 3+ years in IT support in lieu of degree.

Responsibilities

• Provide outstanding service to Huntington colleagues daily.
• Work individually and as a team to meet goals (call handle time, availability, quality).
• Maintain up-to-date knowledge on Huntington products, services, and procedures.
• Document notes in systems to educate and prepare staff.
• Follow up with customers to confirm resolution.
• Drive service desk improvement initiatives.
• Collaborate with internal support groups for best service.

Skills

IT support

Customer service

Call center

Education

Associate's degree

Tools

A+ certification

Network+ certification

HDI certification

Job description

Description

• THIS POSITION IS ONSITE IN TUPELO, MS, NO EXCEPTIONS*

Summary

The Service Desk Analyst 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 across the enterprise. This individual responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. The person will also troubleshoot problem areas (by telephone or instant message) 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.

Duties & 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

Basic Qualifications

• Minimum of 1 year of IT support, customer service and/or call center experience. This can be a combination of professional work experience, internships, academic projects/ coursework.
• Associate's degree (A minimum of 3 years of experience in an IT support related role can be considered in lieu of the degree.)

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
• This is not a remote position. Colleagues are expected to be in the office at least four days per week.
• 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.