Service Desk Analyst: II

Job Description

Summary:

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 problem, and determines and implements solution. 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 day

Work individually and as a team to meet and exceed established goals, i.e., call handle time goals, availability 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

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

Other duties as assigned

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

"Experience with Active Directory and ServiceNow, or relevant tools. Previous banking environment experience preferred 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 dissatisfied callers. 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 HDI certifications" "1+ year(s) of IT support or IT Service Desk experience required. This can be a combination of professional work experience, internships, academic projects/ coursework. Associate degree in Computer Science, Information Technology or relevant working experience."