[Remote] Tech Solution Center Analyst Lead
Note: The job is a remote job and is open to candidates in USA. PNC is a leading financial services company, and they are seeking a Technology Solution Center Analyst Lead to join their Service Desk organization. In this role, you will provide high-quality technical support, lead service desk operations, and ensure efficient resolution of technology issues while maintaining exceptional customer service standards.
Responsibilities
- Act as a escalation point for complex technical issues, ensuring timely and accurate resolution while minimizing business impact
- Provide support through chat and ticketing platforms, managing up to 20–40 chat interactions per day while maintaining quality and responsiveness
- Create, document, track, and resolve incidents using tools such as ServiceNow or similar ITSM platforms. Ensure proper prioritization, categorization, and documentation of issues
- Diagnose and resolve hardware, software, network, and access-related issues across a variety of systems and applications
- Deliver a high level of customer service by clearly communicating technical solutions to non-technical users and maintaining professionalism in all interactions
- Provide guidance, coaching, and support to junior analysts. Assist with onboarding and training initiatives as needed
- Identify trends in incidents and recommend process improvements, knowledge base enhancements, and automation opportunities to increase efficiency
- Adhere to organizational policies, security standards, and confidentiality requirements, especially while working in a remote environment
Skills
- Proven Service Desk / IT Support experience in a professional environment
- Strong experience handling chat-based technical support
- Familiarity with ticketing systems (ServiceNow preferred)
- Demonstrated ability to manage high-volume chat support (20–40 chats/day)
- Solid IT background (hardware, software, networking fundamentals)
- Excellent troubleshooting, communication, and customer service skills
- Ability to balance speed and quality in a high-volume support environment
- Strong multitasking and prioritization skills
- Leadership mindset with a focus on team collaboration and continuous improvement
- Commitment to delivering a best-in-class user support experience
- Fully remote role requiring a quiet, secure, and distraction-free workspace
- Must meet PNC's standards for data privacy and confidentiality
- Reliable internet connection and ability to work standard business hours
- 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
- Customer Solutions
- Data Architecture Development
- End Users
- IT Help Desk
- IT Service Desk
- Online Chat Support
- Problem Resolution
- ServiceNow Platform
- Technical Support
- Call Center Technologies
- Customer Support Operations
- Hardware Infrastructure
- Help Desk
- Problem Solving
- Technical Troubleshooting
Benefits
- Medical/prescription drug coverage (with a Health Savings Account feature)
- Dental and vision options
- Employee and spouse/child life insurance
- Short and long-term disability protection
- 401(k) with PNC match
- Pension and stock purchase plans
- Dependent care reimbursement account
- Back-up child/elder care
- Adoption, surrogacy, and doula reimbursement
- Educational assistance, including select programs fully paid
- A robust wellness program with financial incentives
- Maternity and/or parental leave
- Up to 11 paid holidays each year
- 9 occasional absence days each year, unless otherwise required by law
- Between 15 to 25 vacation days each year, depending on career level; and years of service
Company Overview