Service Desk Analyst

Onsite Service Desk Analyst role at Huntington Bank’s Easton Oval office in Columbus, OH focused on technical assistance and end-user support for computer systems, hardware, and software.

Responsibilities

• Deliver daily service quality and maintain strong relationships with internal customers
• Collaborate with teammates and work independently to meet established goals, including call handle time, availability, and quality targets
• Keep current on Huntington products, services, technology, and support procedures
• Prepare and maintain documentation needed to support internal customer needs
• Record all required notes in the appropriate systems to help educate staff and support successful outcomes
• Follow up with internal customers to confirm issues are resolved
• Participate in initiatives to improve service desk operations
• Partner with internal support groups to provide effective support to colleagues
• Respond to customer queries and provide timely end-user assistance as needed
• Run diagnostic programs, isolate issues, determine root cause, and implement solutions
• Troubleshoot problem areas by phone or email in a timely and accurate manner
• Perform other duties as assigned

Requirements

• Minimum 1 year experience in IT support, customer service, and call center environments
• Associate’s Degree
• Familiarity with ServiceNow and Genesys Call Center tooling or related technical environments
• Must be available for daytime and evening hours during the week and some weekends as part of the normal permanent schedule
• Previous banking environment experience preferred
• Ability to demonstrate professional verbal communication skills
• Capability to quickly resolve complex problems using tools such as computer screens and supporting documentation
• Adaptability to stakeholder needs, including handling difficult conversations
• Ability to use a headset and sit for extended periods of time
• Experience with Microsoft Office applications and Internet use
• Certifications: A+ and Network+
• HDI certifications

Technologies

• ServiceNow
• Genesys Call Center tooling
• Microsoft Office applications
• Internet

Workplace

• Office environment
• Onsite at Easton Oval office in Columbus, OH

Exempt status: No (eligible for overtime pay).