IT Service Desk Analyst I

About the role

The IT Service Desk Analyst I provides timely application support, training, and problem resolution to keep Philips Ambulatory Monitoring & Diagnostic operations running smoothly. The role handles a high volume of incidents and service requests via phone and ServiceNow, ensuring SLA compliance.

Key responsibilities

• Manage daily incidents and service requests through phone and ServiceNow queues, assessing priority and escalation needs.
• Deliver exceptional support to internal users via phone and email, maintaining a professional approach.
• Troubleshoot AWS Workspaces, Philips AM&D applications, and perform 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.
• Participate in team stand‑ups and a weekend on‑call rotation to provide 24x7 emergency support.

Required profile

• At least 1 + years experience in IT helpdesk, technical product support, or related customer service roles.
• High school diploma or vocational education; ability to work onsite at least three days per week.
• Strong communication skills and willingness to cover weekend on‑call rotation.

Required skills

• ServiceNow ticketing system
• AWS (including Workspaces)
• Microsoft Windows OS
• Office 365 / email setup
• ITIL concepts and root‑cause analysis

What we offer

• Pay range $24–$38 per hour
• Comprehensive benefits: generous PTO, 401k with up to 7% match, HSA with company contribution, stock purchase plan, education reimbursement
• Potential annual incentive bonus and other long‑term incentives