Title: Service Desk Analyst II (Intermediate)
Company: Huntington National Bank
JobID #: 5633 / 5635/ 5641 / 5917
Pay Rate: $18 - $20/hour
Position Type: Contract (4 month contract with potential extensions)
Location: Must be local to Columbus, OH or Flint, MI area.
Description:
Must Have:
Excellent written and verbal communication skills
Min 1 year of IT support, customer service and call center experience
Nice to Have:
Familiarity with Bomgar Remote application
Familiarity with Intune\ Microsoft Authenticator
Mobile Device Support (android \ iOS) experience
Networking certifications
JOB DESCRIPTION
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 (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.
Basic Qualifications:
Min 1 year of IT support, customer service and call center experience. This can be a combination of professional work experience, internships, academic projects/ coursework.
Associate's Degree or higher.
Dali Tasks:
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.\
Preferred Qualifications:
Candidates must be available to work daytime and evening hours 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.
HDI certifications.
Job Type: Contract
Pay: $19.00 - $20.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Weekends as needed
Application Question(s):
- How many years experience do you have in a call center environment?
- How many years experience do you have in troubleshooting and providing IT support?
Education:
Experience:
- Help desk: 2 years (Required)
- Call center: 2 years (Required)
- IT support: 2 years (Required)
- Customer service: 2 years (Required)
- Mobile devices: 1 year (Preferred)
- Intune: 1 year (Preferred)
- Bomgar: 1 year (Preferred)
Ability to Commute:
Ability to Relocate:
- Columbus, OH: Relocate before starting work (Required)
Work Location: In person