Service Desk Analyst

0101 The Huntington National Bank; Tupelo (MS); On-site; USD 42,000 - 54,000; Full time

Job summary

The Huntington National Bank is seeking a Service Desk Analyst to provide timely technical assistance and end-user support across the enterprise. This role focuses on resolving computer system, hardware, and software issues for colleagues.

You will handle inquiries by phone or chat, document actions in the ticketing system, and work with internal teams to improve service metrics while maintaining high service quality.

Qualifications

• Minimum 1 year IT support or call center experience.
• Associate's degree or equivalent in IT-related field.
• Authorized to work in the United States.

Responsibilities

• Provide outstanding service to Huntington colleagues daily.
• Diagnose and resolve technical issues via phone or chat.
• Document issues and resolutions in the ticketing system.
• Collaborate with internal support groups to improve service.
• Maintain up-to-date knowledge of Huntington products and procedures.
• Follow up with customers to ensure issues are resolved.

Skills

IT support

Customer service

Call center

Education

Associate's degree

Tools

A+ certification

HDI certification

Network+ certification

Job description

Description 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

No

Workplace Type

Office

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.

Applicants must be currently authorized to work in the United States on a full-time basis.

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.

Huntington is an Equal Opportunity Employer.

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

If you’d like to learn more about how Huntington looks out for people, visit https://www.huntington.com/lookingout

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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.

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