RESPONSIBILITIES #Ll-Hybrid

Respond to end user questions received via telephone calls, voicemails, emails, and self-service generated tickets.
Assist end users in trouble shooting and resolving issues during deployment and ongoing use of products and services.
Effectively analyze and diagnose problems with a high level of accuracy and exceptional customer service.
Conduct incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained.
Foster trust and confidence by taking ownership of support issues, providing friendly and accurate resolutions.
Escalate complex issues through the appropriate channels.
Identify trends in requests/issue and escalate or report as needed.
Maintain awareness of and adherence to Bank’s compliance requirements and risk management concepts, expectations, policies and procedures and apply them to daily tasks
Deliver a consistent, high level of service within our Serving More standards
Other duties as assigned

COMPETENCIES

Interpersonal/Customer Service Skills
Written and Verbal Communication
Ability to understand and follow directions
Adaptable to change
Basic Computer Skills
Analytical Thinking
Ability to work as part of a team
Troubleshooting

EDUCATION - CERTIFICATIONS - WORK EXPERIENCE

High School Diploma or equivalent required
Bachelor's degree in computer science or related field preferred
1-2yrs experience in entry level IT or Customer Service
Security+, A+ or Net+ certification preferred

SCHEDULE

Typical office hours are M-F 8a-5p. This position is non-exempt (hourly) and full-time. A minimum 40 hours is required per week.

This position is a hybrid position based in Newark, Ohio with a flexible workplace arrangement of Monday, Tuesday, Wednesday On-site, with a Thursday and Friday remote option.

TRAVEL REQUIREMENTS AND OTHER INFORMATION

Ability to sit for extended periods of time. Ability to walk and stand for extended periods of time. Ability to lift 50 pounds periodically and exert up to 20 pounds of force frequently.

Valid Drivers’ License, proof of insurance and reliable transportation are required for regular travel to affiliate and branch locations. Position may require periodic travel to Park National Bank affiliate offices.

May require evenings, in addition to weekend hours, for involvement in community events.

Banking is about relationships more than money. We’re a family of successful community banking teams led by strong, local leadership. We connect the convenience and resources of a national bank with hands-on, personalized service. Our commitment to serving with integrity and reliability has led to relationships that last generations. Our size and strength give customers flexible, banking options and convenience with extensive branch and ATM coverage. A wide variety of secure digital services help people manage their money anytime, anywhere. We want customers to bank the way they want and benefit from accounts that work for them. Whether it’s a home or vehicle loan, business loan or line of credit, our customer’s financial goals are our priority. At our core, we’re a community bank. From personal connections to large-scale partnerships, we work hand-in-hand to positively impact our communities, one customer at a time. THE ASSOCIATE EXPERIENCE: At Park, banking is about more than money, and your job is more than the work you do. Experience a career that ignites your passion to serve, unlocks your potential to grow and fuels the life you want to build for yourself and those you love. This is the official page for Park National Bank, headquartered in Newark, OH. Member FDIC. Equal Housing Lender

Service Desk Analyst I

Service Desk Analyst I

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