Service Desk Analyst 2

Huntington Bancshares, Inc.; Easton (OH); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Huntington Bank is seeking a Service Desk Analyst 2 to provide exceptional customer service while handling escalated Level-2 tickets. The role requires technical skill beyond Level-1, with responsibilities including troubleshooting, knowledge-base contributions, and QA participation.

You will work with Huntington colleagues and IT groups to resolve issues, document actions, and ensure timely resolution, while maintaining strong customer relations and meeting performance goals.

Qualifications

• Associate's degree or equivalent experience with 1-3 years in customer service/call center.
• Banking environment experience preferred.
• Strong verbal communication skills.
• Ability to resolve complex customer problems using available resources.
• Comfortable handling irate customers and working with headset.

Responsibilities

• Research and troubleshoot issues; communicate with Huntington colleagues to resolve issues within SLA.
• Collaborate with IT support groups to resolve IT-related issues.
• Provide knowledge-base documentation and participate in QA coaching.
• Document all notes in case systems for education and successful support.
• Respond to customer emails and follow up to ensure resolution.
• Drive service desk improvement initiatives and coordinate with internal teams.

Skills

Customer service

Call center experience

Verbal communication

Banking environment experience

Education

Associate's degree or equivalent experience

Tools

Microsoft Office

Certifications: A+ and Network+

Job description

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) 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.

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 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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