Service Desk Analyst II - Escalated Support Pro

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

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.