Service Desk Analyst

Service Desk Analyst

Requirements

• Min 1 year of IT support or IT Service Desk experience required. This can be a combination of professional work experience, internships, academic projects/ coursework.
• Associate degree (can be substituted with relevant work experience).
• Must be available to work daytime and evening hours during the week and on some weekends as part of their normal, permanent schedule.

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.

Preferred Qualifications

• 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 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.
• HDI certifications.