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Service Desk Analyst in Columbus at Huntington

Date Posted: 5/7/2018

Job Snapshot

Job Description

Schedule: M-F; 8am - 5pm

Detailed Description:

The Service Desk position provides outstanding customer service at all times. The technical support professional will handle tickets that are escalated from Level 1. The professional requires greater technical skill and/or access rights than Level 1 support personnel. They're technical specialist and may also be responsible for participating in root cause analysis. The person will also troubleshoot problem areas (in person, by telephone, or via email) 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. Your daily tasks could also include:

  • 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

Basic Qualifications:

  • Min 1 year of customer service and call center experience
  • Associate's Degree

Preferred Qualifications:

  • Candidates must be available to work during the week and on some weekends as part of their normal permanent schedule
  • 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
EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details. Huntington does not accept solicitation from Third Party Recruiters for any position.
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