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PNC · Flexible / Remote · Remoto
Position Overview 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 Service Desk organization, you will be based in a Remote location in either Strongsville OH or Pittsburgh, PA. Position: Technology Solution Center Analyst Lead Location: Remote Schedule: Saturday - Wednesday 7:30AM - 4: 30PM EST As a Technology Solution Center (TSC) Analyst Lead within PNC's Technology Service Desk organization, you will serve as a point of contact responsible for delivering high-quality technical support across the enterprise. This role combines hands-on troubleshooting with ensuring efficient resolution of technology issues while maintaining exceptional customer service standards. You will operate within a fast-paced, multi-channel support environment, providing assistance via phone and ticketing systems. The role requires strong technical aptitude, communication skills, and the ability to manage escalations. Key Responsibilities Service Desk Operations Act as an escalation point for complex technical issues, ensuring timely and accurate resolution while minimizing business impact. Multi-Channel Support Delivery Provide support through phone and ticketing platforms, while maintaining quality and responsiveness. This role may require chat support based on business needs. Incident & Ticket Management Create, document, track, and resolve incidents using tools such as ServiceNow or similar ITSM platforms. Ensure proper prioritization, categorization, and documentation of issues. Technical Troubleshooting Diagnose and resolve hardware, software, network, and access-related issues across a variety of systems and applications. Customer Experience Excellence Deliver a high level of customer service by clearly communicating technical solutions to non-technical users and maintaining professionalism in all interactions. Team Leadership & Support Provide guidance, coaching, and support to junior analysts, as needed. Process Improvement Identify trends in incidents and recommend process improvements, knowledge base enhancements, and automation opportunities to increase efficiency. Compliance & Security Adhere to or