Service Desk Analyst

Support complex workplace IT issues end to end while providing high-quality service desk support onsite.

Responsibilities

• Deliver outstanding service to Huntington colleagues and build strong working relationships
• Work independently and collaboratively to meet service desk goals, including call handle time, availability, and quality
• Keep current on Huntington products, services, technology, and internal procedures
• Gather and compile documentation needed to resolve colleague needs effectively
• Record required case notes in the appropriate systems so others can be educated and prepared for success
• Follow up with customers to confirm issues are resolved
• Contribute to initiatives that improve service desk performance
• Partner with internal support groups to provide effective support to colleagues
• Complete other duties as assigned

Requirements

• Minimum 1 year of IT support, customer service, and/or call center experience (may include a combination of professional work, internships, and academic projects/coursework)
• Associate's degree (or at least 3 years of experience in an IT support related role in lieu of the degree)
• Ability to work daytime and evening hours during the week and some weekends as part of the normal, permanent schedule
• Onsite role: colleagues are expected to be in the office at least four days per week
• Previous banking environment experience is preferred
• Demonstrated professional verbal communication skills
• Ability to quickly resolve complex customer problems using resources such as computer screens and reference material
• Ability to professionally handle irate customers
• Ability to use a headset and sit for extended periods of time
• Experience with Microsoft Office applications and the Internet
• A+ and Network+ certifications
• HDI certifications

Technology

• Microsoft Office applications
• Internet

Workplace Type

• Office
• Certain positions outside the branch network may be eligible for flexible work arrangements
• Remote roles may come together in offices for moments that matter
• Specific work arrangements will be provided by the hiring team

Overtime Eligibility

• Exempt status: No (eligible for overtime pay)

Agency Recruiters Note

• Huntington will not pay a fee for placements resulting from receipt of an unsolicited resume
• Unsolicited resumes sent to Huntington colleagues directly or indirectly will be considered Huntington property
• Agencies must have a valid, written, fully executed Master Service Agreement and Statement of Work for consideration