Technology Solution Center Analyst Lead

Technology Solution Center Analyst Lead at PNC

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success.

As a Technology Solution Center Analyst Lead within PNC's TSC SERVICE DESK organization, you will play a crucial role in providing support and problem resolution for technology products and applications.

This is a remote position. Work may be performed from a quiet, confidential space in a home location, approved by PNC. The role is based in Pittsburgh, PA, or Strongsville/Cleveland, OH. The standard work schedule is Monday - Friday, 8:00 am – 5:00 pm EST.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Key Experience for the Role:

• Extensive Service Desk Experience
• Chat experience a plus
• Ticket Experience
• Phone Experience
• IT Background

This position may be eligible for remote work in select geographic locations, subject to approval by PNC. If approved, work must be conducted from a quiet, secure, and confidential home-based workspace. Occasional in-office participation may be required based on business needs.

Job Description

• Provides support and problem resolution for technology products and applications.
• Utilizes utilities and tools to provide remote/onsite technical support services on end user software and hardware.
• Manages and performs business process analysis projects and related assignments for the management team to include research, presentation and resolution of problems and recommendations for improvements.
• Resolves incidents and fulfills requests in accordance with knowledge documentation.
• Assist with overall performance analysis for all aspects of the Technology Solution Center operations including data analysis, trend analysis, graphing, presentation development and delivery.
• Participates in the creation of functional requirements for IT systems that will improve the effectiveness and efficiency of operations.
• Supports leadership with knowledge management, training, new product support, and other specialties/projects.

PNC Employee Expectations:

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused: Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk: Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

• Customer Solutions
• Data Architecture
• End Users
• Problem Resolution
• Technical Support

Competencies

• Call Center Technologies
• Customer Support Operations
• Hardware Infrastructure
• Help Desk
• Problem Solving
• Technical Troubleshooting

Work Experience

Roles at this level typically require an Associates or equivalent degree as well as related experience or product knowledge to accomplish primary duties. Typically requires 4+ years of related business or functional experience. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Associates

Certifications & Licenses

No Required Certification(s) or License(s)

Key skills/competency

• Technical Support
• Problem Resolution
• Customer Solutions
• Help Desk
• Service Desk
• Call Center Technologies
• IT Background
• Data Analysis
• Business Process Analysis
• Knowledge Management