Top 7 Service desk analyst Jobs in Lancaster, Pa

IT Service Desk Analyst I
The Wenger Group —Lancaster, PA
- Full-time
- Research
- Office
- Analysis skills
- Health savings account
- AD&D insurance
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11d
Service Experience Specialist Job
Armstrong —Lancaster, PA
- $56,000 - $58,000 a year
- Full-time
- English
- Mid-level
- Analysis skills
2d
IT Service Desk Lead
The High Companies —Lancaster, PA
- Weekends as needed
- Mid-level
- Supervising experience
- Team management
3d
IT Service Desk Lead
High Company LLC —Lancaster, PA
- Weekends as needed
- Mid-level
- Supervising experience
- Team management
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4d

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Service Experience Specialist Job
Armstrong —Lancaster, PA
Field incoming requests to the Service Desk through all available channels, including telephone, chat, self-service, and email, ensuring courteous, timely, and…
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service desk analyst jobs near lancaster, pa

IT Service Desk Analyst I

The Wenger Group -
Lancaster, PA

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Job Details

Full-time
11 days ago

Benefits

Health savings account
AD&D insurance
Paid holidays
Disability insurance
Health insurance
Dental insurance
401(k)
Flexible spending account
Paid time off
Parental leave
Employee assistance program
Vision insurance
Employee discount
Life insurance
Referral program
Pet insurance

Qualifications

Customer communication
Incident management software
Desktop (troubleshooting support)
Customer support ticket management
Desktop applications
Productivity software
Technical Proficiency
Peripheral hardware support
Ticketing system technical support

Full Job Description

Who are we:

We’re a leading Northeast family-owned food, agricultural products, and agricultural services organization headquartered in Pennsylvania. We provide animal nutrition and feeds; specialty protein production, processing, and marketing; on-farm protein production services; and grain, fertilizer, and ingredient procurement.

We’re a stable company with strong core values, great benefits, competitive wage structure, and a safe and healthy work environment. With over 850 team members, we're a growing company in an essential sector – agriculture!

Learn more here: https://www.thewengergroup.com

What your day looks like:

POSITION SUMMARY:

The Service Desk Analyst I provides support for basic technology-related incident resolution and service requests reported to the IT service desk. Responsibilities include initial assessment, triage, research, and resolution of basic IT incidents and service requests regarding the use of application software products and/or infrastructure components, including desktops, laptops, mobile devices, and related peripherals. The Service Desk Analyst I is responsible for collecting information through customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging, in a timely manner, other service resources or escalate to the proper IT team.

ESSENTIAL JOB FUNCTIONS:

Ensure adherence to Wenger policies, methods and disciplines
Address and resolve basic incidents and service requests; logs all incidents and requests; identifies and engages other service desk resources or appropriate service resources to resolve complex technical incidents
Creates a positive customer support experience and builds strong relationships through problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude
Ensures the end-to-end customer experience and provides a single point-of-contact for the customer
Supports and resolves basic incidents and service requests regarding use of application software or hardware
Follow up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete
Documents resolutions and updates self-help and staff knowledge bases
Expands general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact
Provides after-hours and on-call support as needed
Maintains and protects confidentiality regarding all aspects of customer and employee information
Performs other duties as assigned

EDUCATION & EXPERIENCE:

ITIL Certified or equivalent combination of education and experience
1-2 years’ work experience in an IT support role
Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology
Proficient in address and resolving basic technology related issues, including, but not limited to desktop and network environments and peripheral devices
Demonstrates ability to learn customer support processes and techniques
Analytical skills
Ability to solve problems
Competency in MS Office Suite and ticketing systems such as Jira Service Desk or ServiceNow
Excellent written, verbal, and presentation communication skills
Solid organization skills including attention to detail and multitasking skills
Experience or familiarity with manufacturing and distribution is desirable

In addition to our more traditional benefits, we also offer great perks and numerous resources for professional development and team building:

Promotional opportunities
Rewards and recognition programs
Robust onboarding and training program
Employee Discount Programs (Perks at Work)
Employee referral program
Encouraging and collaborative culture

What our benefits are:

Paid Time Off, Floating Holiday, Volunteer Day, Parental Leave, etc.
Carebridge Employee Assistance Program

For all full-time members:

Medical
Dental
Vision
Health Savings Account (HSA)
Medical Flexible Spending Account
Dependent Care Flexible Spending Account
Life Insurance/Accidental Death and Dismemberment Insurance
Short-Term & Long-Term Disability
Pet Insurance

Each team member has the potential to earn a yearly bonus based on the achievement of company goals.

The Wenger Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type as protected by federal, state, or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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service desk analyst jobs in lancaster, pa

IT Service Desk Analyst I

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