Service Desk Analyst - Huntington Bank : Job Details

DescriptionSummary: 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 problems, and determines and implements solutions. The person will also troubleshoot problem areas (by telephone or instant message) 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 & Responsibilities: Provide outstanding service to, and build relationships with Huntington colleagues every dayWork individually and as a team to meet and exceed established goals, i.e., call handle time goals, availability goals, and quality goalsMaintain up to date knowledge on Huntington products, services, technology, and proceduresCompile documentation necessary for effectively fulfilling customer needsDocument all notes required in the appropriate systems so that staff can be educated and prepared in being successfulFollow up with customers to ensure issues have been resolvedDrive initiatives that improve the service deskPartner with internal support groups in providing the best service to our colleaguesOther duties as assigned Basic Qualifications: Min 1 year of IT support or IT Service Desk experience required. This can be a combination of professional work experience, internships, academic projects/coursework.Associate degree (can be substituted with relevant work experience)Must be available to work daytime and evening hours during the week and on some weekends as part of their normal, permanent schedule. Preferred Qualifications: Previous banking environment experience preferredAbility to demonstrate professional verbal communication skillsAbility to quickly resolve complex customer problems using various resources including computer screens and other reference materialAbility to professionally handle irate customersAbility to use a headset and to sit for long periods of timeExperience with Microsoft Office applications and the InternetA+ and Network+ certificationsHDI certifications Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)Workplace Type: HybridHuntington is an equal opportunity and affirmative action employer and is committed to providing equal employment opportunities for all regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, veteran status, gender identity and expression, genetic information, or any other basis protected by local, state, or federal law. #J-18808-Ljbffr