Service Desk Analyst

0101 The Huntington National Bank; Easton (OH); On-site; USD 38,000 - 52,000; Full time

Job summary

Huntington Bank in Columbus, OH is seeking an on-site Service Desk specialist to deliver outstanding IT support to internal customers from the Easton Oval office. The role handles queries, diagnoses, and resolution, with emphasis on timely, accurate assistance and documenting notes in systems.

Candidates should have 1+ year in IT support or call centers, and familiarity with ServiceNow or Genesys is a plus.

Qualifications

• Min 1 year of IT support, customer service and call center experience.
• Familiarity with ServiceNow or Genesys is a plus.

Responsibilities

• Provide outstanding service to internal customers daily.
• Work individually and as a team to meet goals like call handle time and availability.
• Maintain up-to-date knowledge on Huntington products and procedures.
• Document notes in the appropriate systems for staff education.
• Follow up with internal customers to ensure issues are resolved.

Skills

IT support

Customer service

Call center experience

Verbal communication

Education

Associate's Degree

Tools

ServiceNow

Genesys Call Center tooling

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. 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.

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 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.

Huntington is an Equal Opportunity Employer.

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

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