Product Support Analyst

Koninklijke Philips N.V • Malvern, PA

111d • $24 - $36 • Onsite

About The Position

Your role: 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. In addition, participating in an on-call rotation to ensure 24x7 emergency support coverage.

Requirements

• 1+ years of experience in an IT helpdesk, technical product support or relevant IT customer service related role.
• Knowledge of ticketing systems i.e. ServiceNow - a plus.
• Proficiency in MS products and Windows OS.
• Exposure to AWS or cloud-based services - preferred.
• High school diploma or vocational education.
• Excellent communication skills, customer centric, and strong documentation skills.

Responsibilities

• Handle a high volume of incidents and service requests daily through phone and ServiceNow queues.
• Ensure timely resolution within SLA guidelines by assessing priority, impact, and escalation needs.
• Deliver exceptional support to internal users via phone and email.
• Collaborate regularly with Product Support, management, and business teams to align on issue resolution and service improvements.
• Perform troubleshooting for AWS Workspaces and Philips AM&D applications.
• Support user account tasks such as password resets, onboarding/offboarding, and Office 365/email setup.
• Create and manage incidents, knowledge base articles, and other ServiceNow functions.
• Evaluate and escalate major incidents following defined procedures.
• Participate in team standups to share insights, improve processes, and contribute to continuous improvement.
• Participate in an on-call rotation to ensure 24x7 emergency support coverage.

Benefits

• Generous PTO
• 401k (up to 7% match)
• HSA (with company contribution)
• Stock purchase plan
• Education reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Ambulatory Health Care Services
• Education Level: High school or GED