Service Desk Analyst

Huntington Bank; Columbus (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

Huntington Bank in Columbus, OH seeks a Service Desk Analyst to deliver high-quality IT support to internal customers onsite at the Easton Oval office. The role responds to queries, runs diagnostics, and provides end-user assistance with hardware and software issues.

The ideal candidate has at least 1 year in IT support or call centers, strong communication skills, and the ability to work daytime/evening shifts with some weekend coverage. Banking environment experience is a plus.

Qualifications

• 1 year of IT support, customer service or call center experience.
• Associate’s Degree required.
• Familiarity with ServiceNow or Genesys tooling preferred.

Responsibilities

• Provide outstanding service to internal customers and resolve queries promptly.
• Work individually and in teams to meet call-handling, availability, and quality goals.
• Maintain up-to-date knowledge of Huntington products, services, technology, and procedures.
• Document all notes in the appropriate systems for education and preparedness.
• Follow up with internal customers to ensure issues are resolved.
• Partner with internal support groups to deliver the best service.

Skills

IT support

Customer service

Call center

Troubleshooting

Verbal communication

Education

Associate's Degree

Tools

ServiceNow

Genesys Call Center tooling

HDI Certification

A+ Certification

Job description

Service Desk Analyst### Service Desk AnalystApply: Office: Columbus, OH: Full time: Posted Yesterday: R0076202# **Description****This role will be onsite position at our Easton Oval office in Columbus, OH**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. In this role you will respond to queries, run diagnostic programs, isolate problem, and determine and implement solution. An ideal candidate will also troubleshoot problem areas (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: **Detailed Description:*** Provide outstanding service to, and build relationships with internal customers 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 internal customer needs.* Document all notes required in the appropriate systems so that staff can be educated and prepared in being successful.* Follow up with internal 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:*** Min 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 **Preferred Qualifications:*** Familiarity with ServiceNow, Genesys Call Center tooling, or relevant technical environments.* 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 problems using various resources including computer screens and other documentation.* Ability to adapt to the needs of stakeholders; including handling difficult conversations.* 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:**OfficeOur Approach to **Office** Workplace TypeCertain 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.