IT Service Desk Analyst

UGI Corporation • Upper Merion Township, PA

1d • Onsite

About The Position

To provide a central point of contact between users and the IT organization. Offers first-line, highly responsive support to users on a day-to-day basis. Emphasis on exceptional customer service, first-call resolution, and timely escalation of unresolved incidents/service requests.

Requirements

• Excellent telephone, oral, and written communications skills.
• Excellent customer service skills, including the ability to work with users of all ability levels.
• Working knowledge of Windows operating system, MS Office suite (Word, Excel, PowerPoint, and Outlook).
• Ability to follow team procedures and documentation.
• Ability to quickly learn proprietary applications that are core to the business.
• Strong drive for proactive continuous self and process improvement.
• Thrive in an environment where team and individual performance is measured on multiple characteristics.
• 1-2 years’ experience working in a related IT environment or providing strong Customer Service to internal or external customers.

Nice To Haves

• Knowledge of VoIP phone systems preferred.
• Knowledge of Citrix environment preferred.
• Knowledge of Thin-Client technology preferred.
• Associates or Bachelor’s Degree in a related field preferred but not required.
• CompTIA A+ (Plus) Certification preferred not required. (in place of degree)

Responsibilities

• Respond to customer contacts via Phone and Email, providing excellent customer service, and fast and courteous incident resolution.
• Be available within the phone system at least 8 hours per day to receive incoming contacts.
• Provide quick response to requests for support, problem analysis, initial resolution, and/or escalation.
• Communicate with IT users regarding their issues, both verbally and by written correspondence.
• Thoroughly document customer issues in an ITSM ticketing system, manage personal queue from initial ticket reporting through ticket resolution, including documentation and update of shared knowledge base as needed.
• Provide first-level support to end-users for all business lines and related departments, including productivity software, network maintenance, and other end-user support duties as assigned.
• Prioritize and manage time based on the needs of the users as balanced with company directives.

Benefits

• AmeriGas Propane, Inc. is an Equal Opportunity Employer.
• AmeriGas is a Drug Free Workplace.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree