Service Desk Analyst 2

Huntington Bancshares, Inc.; Columbus (OH); Hybrid; USD 45,000 - 70,000; Full time

Job summary

Huntington Bancshares, Inc. seeks a Service Desk Analyst 2 to provide timely end-user support and escalate complex issues beyond Level 1. You will troubleshoot problems, document steps, and contribute to knowledge bases while keeping colleagues informed and satisfied.

In a high-volume environment, you’ll collaborate with IT teams, participate in QA coaching, and maintain up-to-date product knowledge to deliver top-tier service and meet defined performance goals.

Qualifications

• Associate's degree or equivalent experience.
• 1-3 years of customer service and call center experience.
• Professional verbal communication skills.

Responsibilities

• Research and troubleshoot issues.
• Communicate with Huntington colleagues to resolve issues within established time.
• Collaborate with IT support groups to resolve IT-related issues.
• Provide knowledge-base documentation.
• Participate in QA coaching to improve ticket quality.
• Attend team and one-on-one meetings.
• Deliver outstanding service and build relationships with customers daily.
• Meet daily utilization, SLA and quality goals.

Skills

Customer service

Communication

Problem solving

Education

Associate's degree or equivalent experience

1-3 years of customer service and call center experience

Tools

Microsoft Office

Job description

Summary

The Service Desk Analyst 2 provides outstanding customer service at all times. The technical support professional will handle tickets that are escalated from Level 1. The professional requires greater technical skill and/or access rights than Level 1 support personnel. They’re technical specialist and may also be responsible for participating in root cause analysis. 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.

Duties and Responsibilities

• Research and troubleshoot issues.
• Work with and communicate directly with Huntington colleagues to resolve issue at an established time.
• Collaborate with HSD colleagues and other IT support groups to resolve IT related issues.
• Provide knowledge-base documentation to knowledge-base manager.
• Take part in Quality Assurance coaching sessions to improve ticket and communication quality.
• Take part in team and individual one on one meetings.
• Provide outstanding service to, and builds relationships with, customers every day.
• Work individually and as a team to meet and exceed established goals, i.e., daily utilization goals, SLA 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.
• Respond to email messages for customers seeking help.
• 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.

Basic Qualifications

• Associate's Degree or equivalent experience
• 1-3 years of customer service and call center experience

Preferred Qualifications

• Previous banking environment experience
• 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

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

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.

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.