IT Service Desk Analyst I
About The Position
Resolve technical issues and empower users by delivering timely application support, training, and problem resolution that keeps our Philips Ambulatory Monitoring & Diagnostic (AM&D) business operations running smoothly. Handling a high volume of incidents and service requests daily through phone and ServiceNow queues. Ensuring timely resolution within SLA guidelines by assessing priority, impact, and escalation needs. Delivering exceptional support to internal users via phone and email, maintaining a responsive and professional approach. Collaborating regularly with product support, management, and business teams to align on issue resolution and service improvements. Performing troubleshooting for AWS Workspaces and Philips AM&D applications, while supporting user account tasks such as password resets, onboarding/offboarding, and Office 365/email setup. Creating and managing incidents, knowledge base articles, and other ServiceNow functions. Evaluating and escalating major incidents following defined procedures. Participating in team standups to share insights, improve processes, and contribute to continuous improvement. Weekend on Call rotation split with team to ensure coverage 24x7 emergency support coverage.
Requirements
- 1+ years of experience in IT helpdesk, technical product support or relevant IT customer service-related roles.
- Knowledge of ticketing systems such as ServiceNow, a plus; MS products and Windows OS; exposure to AWS or cloud-based services, preferred.
- A high school diploma or vocational education.
- Excellent communicator, always looking for new skills to learn and have strong customer service aptitude.
- Willing to cover weekend on call rotation.
Nice To Haves
- ITIL
- technical support
- Root Cause Analysis (RCA)
- issue management
- troubleshooting
- admin support
- experience in a highly regulated industry
Responsibilities
- Handling a high volume of incidents and service requests daily through phone and ServiceNow queues.
- Ensuring timely resolution within SLA guidelines by assessing priority, impact, and escalation needs.
- Delivering exceptional support to internal users via phone and email, maintaining a responsive and professional approach.
- Collaborating regularly with product support, management, and business teams to align on issue resolution and service improvements.
- Performing troubleshooting for AWS Workspaces and Philips AM&D applications, while supporting user account tasks such as password resets, onboarding/offboarding, and Office 365/email setup.
- Creating and managing incidents, knowledge base articles, and other ServiceNow functions.
- Evaluating and escalating major incidents following defined procedures.
- Participating in team standups to share insights, improve processes, and contribute to continuous improvement.
- Weekend on Call rotation split with team to ensure coverage 24x7 emergency support coverage.
Benefits
- generous PTO
- 401k (up to 7% match)
- HSA (with company contribution)
- stock purchase plan
- education reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
