Service Desk Analyst

0101 The Huntington National Bank; Easton (OH); Hybride; USD 42 000 - 56 000; Plein temps

Résumé du poste

Huntington Bank is seeking a Service Desk professional to provide outstanding customer service and technical support for computer systems, hardware, and software. Respond to queries, run diagnostics, isolate problems, and implement solutions for Huntington colleagues, delivering prompt, accurate end-user assistance.

The role involves working as part of a team to meet goals, maintaining knowledge of Huntington products and procedures, and documenting notes in IT systems.

Qualifications

• Minimum of 1 year of IT support, customer service and call center experience.
• Associate's degree or an additional 2 years of relevant work experience

Responsabilités

• Provide outstanding service to Huntington colleagues every day.
• Work individually and as a team to meet 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.

Connaissances

Customer service

Call center

Verbal communication

Problem solving

Teamwork

Formation

Associate degree

Outils

A+ certification

Network+ certification

HDI certification

Microsoft Office

Description du poste

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.

Immigration Sponsorship

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 Employer

Huntington is an Equal Opportunity Employer. Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Reasonable Accommodations

Reasonable Accommodations Various methods will be used throughout the recruitment process to verify candidate authenticity. Any interviews conducted virtually must be joined from a distraction-free environment, with the candidate on camera and without the use of virtual backgrounds.

Company Culture

Welcome to Huntington! At Huntington, we look out for people. From reinventing banking with game-changing innovations to building an internal culture that creates lifelong bonds, together, we can make people’s lives better. And amazing things happen when we look out for each other. We prove it every day. Whether it’s helping a colleague or collaborating on a new tool that will revolutionize the way people save money, our actions can have a huge impact. Our colleagues look out for people with a Can-Do Attitude, Service Heart and Forward Thinking. Those are our values—simple but powerful. Each of them pushes us do the right thing, to do right by people. Because people are what matter. If that sounds like you, we hope you’ll apply to join our team. If you’d like to learn more about how Huntington looks out for people, visit https://www.huntington.com/lookingout We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of this site or if you require a reasonable accommodation to apply for a job or to perform the essential functions of the job, please send an email to [e-mail]