Service Desk Analyst

Huntington Bank; Columbus (OH); On-site; USD 38,000 - 52,000; Full time

Job summary

Huntington National Bank is seeking an onsite Service Desk professional for our Easton Oval office in Columbus, OH. The role focuses on delivering exceptional customer service while providing technical assistance and end-user support for computer systems, hardware, and software.

Ideal candidates have 1+ year IT support or help desk experience, an Associate's Degree, and solid communication skills. Familiarity with ServiceNow or Genesys and banking environment exposure are preferred.

Qualifications

• 1+ year IT support or service desk experience.
• Associate's Degree required.
• Excellent communication skills and ability to explain technical information to non-technical users.
• Availability for daytime/evening hours and some weekends.

Responsibilities

• Provide outstanding service to internal customers daily.
• Respond to queries and diagnose issues via phone or email.
• Run diagnostic programs, isolate problems, and implement solutions.
• Document notes in the appropriate systems for knowledge sharing.
• Follow up to ensure issues are resolved and drive service improvements.

Skills

IT support

Customer service

Problem solving

Verbal communication

Teamwork

Education

Associate's Degree

Tools

ServiceNow

Genesys

Microsoft Office

Job description

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.

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

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.

Equal Opportunity and Workplace Policies

Huntington is an Equal Opportunity Employer.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.