[Hiring] Technology Solution Center Analyst Lead @PNC

Role Description

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.

• Operate within a fast-paced, multi-channel support environment, providing assistance via phone and ticketing systems.
• 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 organizational policies, security standards, and confidentiality requirements, especially while working in a remote environment.

Qualifications

• Proven Service Desk / IT Support experience in a professional environment.
• Strong experience handling phone-based technical support.
• Familiarity with ticketing systems (ServiceNow preferred).
• Demonstrated ability to manage high-volume support.
• Solid IT background (hardware, software, networking fundamentals).
• Excellent troubleshooting, communication, and customer service skills.

Requirements

• 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.

Key Success Factors

• 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.

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.
• Paid time off, including maternity and/or parental leave, paid holidays, occasional absence days, and vacation days based on career level and years of service.