Entry IT Service Desk Analyst – Fast, Helpful Support

Philips; Malvern (AR); On-site; USD 33,000 - 52,000; Full time

Benefits offered by this job

PTO (generous)

401k match

HSA with company contribution

Stock purchase plan

Education reimbursement

Job summary

Philips is seeking an IT Service Desk Analyst I to resolve technical issues, provide application support, and empower users across the AM&D business. You will handle high volumes of incidents via phone and ServiceNow, ensure SLA adherence, and collaborate with product support and business teams to improve service quality.

The role requires 1+ years in IT helpdesk or related customer service roles, familiarity with ServiceNow, and experience with MS products and Windows OS.

Qualifications

• 1+ years of experience in IT helpdesk, technical product support or related IT customer service roles.
• Familiarity with ticketing systems such as ServiceNow; MS products and Windows OS.
• Exposure to AWS or cloud-based services preferred; ITIL, RCA, issue management experience would help.

Responsibilities

• Handle a high volume of incidents and service requests via phone and ServiceNow queues.
• Resolve issues within SLA by assessing priority, impact and escalation needs.
• Create and manage incidents, knowledge base articles, and other ServiceNow tasks; escalate major incidents as needed.
• Participate in team standups to share insights and improve processes; contribute to continuous improvement.
• Cover weekend on-call rotation to ensure 24x7 emergency support.

Skills

Communication skills

Customer service

Troubleshooting

Teamwork

Willingness to learn

Education

High school diploma or vocational education

Tools

ServiceNow

Microsoft Windows OS

MS Office

AWS (cloud) exposure

Job description

Philips is seeking an IT Service Desk Analyst I to resolve technical issues, provide application support, and empower users across the AM&D business. You will handle high volumes of incidents via phone and ServiceNow, ensure SLA adherence, and collaborate with product support and business teams to improve service quality.

The role requires 1+ years in IT helpdesk or related customer service roles, familiarity with ServiceNow, and experience with MS products and Windows OS.