This role supports end users at Huntington Bank by troubleshooting escalated tickets and partnering across IT to resolve issues.

Research and troubleshoot reported issues
Handle tickets escalated from Level 1 and provide timely resolutions
Communicate directly with Huntington colleagues to resolve incidents within established timeframes
Collaborate with HSD colleagues and other IT support groups to resolve IT-related issues
Provide end-user assistance and technical support
Participate in root cause analysis and contribute to knowledge documentation (as needed)
Submit knowledge-base documentation to the knowledge-base manager
Participate in Quality Assurance coaching sessions to improve ticket accuracy and communication quality
Attend team meetings and individual one-on-ones
Deliver outstanding service daily and build customer relationships
Work independently and as a team to meet and exceed established goals, including daily utilization, SLA, and quality targets
Maintain current knowledge of Huntington products, services, technology, and procedures
Compile documentation needed to fulfill customer requirements effectively
Document required notes in the appropriate systems so staff can be educated and prepared for success
Respond to customer help requests via email
Follow up with customers to confirm issues are resolved
Drive service desk improvement initiatives
Partner with internal support groups to provide the best service to colleagues

Previous banking environment experience
Ability to demonstrate professional verbal communication skills
Ability to quickly resolve complex customer problems using multiple resources, including computer screens and 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
Certifications: A+ and Network+

Location: Columbus, OH (hybrid)
Workplace type: Office
Certain roles outside the branch network may be eligible for a flexible work arrangement
Work arrangements are provided by the hiring team

Huntington will not sponsor applicants for this position for immigration benefits
Applicants must be currently authorized to work in the United States on a full-time basis

Huntington will not pay a fee for any placement resulting from receipt of an unsolicited resume
All unsolicited resumes sent to Huntington colleagues may be considered Huntington property
Agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration

Service Desk Analyst 2

Job Description