What are the responsibilities and job description for the Service Desk Analyst position at Central Point Partners?
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. Your daily tasks could also include:
Detailed 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. Your daily tasks could also include:
Detailed Description
- 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
- 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
- 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
