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Huntington National Bank · 13 hours ago

Service Desk Analyst 2

Columbus, OH

Full-time

Onsite

Entry Level

1+ years exp

Huntington National Bank is seeking a Service Desk Analyst 2 to provide outstanding customer service and technical support. This role involves troubleshooting issues, collaborating with IT support groups, and ensuring customer satisfaction through effective communication and problem resolution.

Asset ManagementFinanceFinancial Services

No H1B

U.S. Citizen Only

Responsibilities

Research and troubleshoot issues

Work with and communicate directly with Huntington colleagues to resolve issue at an established time

Collaborate with HSD colleagues and other IT support groups to resolve IT related issues

Provide knowledge-base documentation to knowledge-base manager

Take part in Quality Assurance coaching sessions to improve ticket and communication quality

Take part in team and individual one on one meetings

Provide outstanding service to, and builds relationships with, customers every day

Work individually and as a team to meet and exceed established goals, i.e., daily utilization goals, SLA 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

Respond to email messages for customers seeking help

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

Qualification

A+ certificationNetwork+ certificationMicrosoft OfficeCustomer service experienceProblem resolutionHandling irate customersVerbal communication skillsDocumentation skills

Required

Associate's Degree or equivalent experience

1-3 years of customer service and call center experience

Preferred

Previous banking environment experience

Ability to demonstrate 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 to sit for long periods of time

Experience with Microsoft Office applications and the Internet

A+ and Network+ certifications

Company

Huntington National Bank

Glassdoor3.5

Huntington National Bank offers consumer, small business, and commercial banking, mortgages, wealth, and insurance services. It is a sub-organization of Huntington Distribution Finance.

Founded in 1866

Columbus, Ohio, USA

10001+ employees