Technology Solution Center Analyst Lead

Job description

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. Position: Technology Solution Center Analyst Lead Location: Remote Schedule: Monday – Friday, 6:30AM - 3:30PM 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 organizational policies, security standards, and confidentiality requirements, especially while working in a remote environment. Required 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 Work Environment 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 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. PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position. 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 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 Service, Customer Solutions, Data Architecture Development, End Users, IT Service Desk, IT Service Management (ITSM), Problem Resolution, Technical Support, Technical Troubleshooting Competencies Call Center Technologies, Customer Support Operations, Hardware Infrastructure, Help Desk, Problem Solving, Technical Troubleshooting Work Experience Roles at this lev