Service Desk Analyst

About the Role

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 solution.
• Troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion and provide end-user assistance where required.
• Engage customer service skills by delivering prompt and accurate answers to colleagues and the support team in a high-volume environment.
• Provide outstanding service to Huntington colleagues every day.
• Work individually and as a team to meet and exceed established goals, such as call handle time, availability, 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 in the appropriate systems so staff can be educated and prepared for success.
• Follow up with customers to ensure issues are resolved.
• Drive initiatives that improve the service desk.
• Partner with internal support groups to provide the best service to colleagues.
• Other duties as assigned.

• Minimum 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.

• 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 sit for long periods of time.
• Experience with Microsoft Office applications and the Internet.

• 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.

• 32/hr

• Entry level

• Full-time

• Information Technology

• Business Consulting and Services