Service Desk Analyst

Service Desk Analyst – Responsibilities

The Service Desk position provides outstanding customer service at all times. The role is to provide technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. 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.

Daily tasks include:

• 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.

• Minimum 1 year of IT support, customer service, and call center experience (professional work, internships, academic projects).
• Associate’s Degree.

• Available to work daytime and evening hours during the week and some weekends as part of permanent schedule.
• Previous banking environment experience preferred.
• 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.
• A+ and Network+ certifications.
• HDI certifications.

• Entry level

• Contract

• Customer Service and Information Technology
• Industries: IT Services and IT Consulting

• Medical insurance
• Vision insurance
• 401(k)