Hybrid PC Renewal Operations Analyst

HTC Global Services; Dearborn (MI); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Health benefits

401(k) matching

Paid time off

Job summary

HTC Global Services is seeking a PC Renewal Operations Analyst to oversee a global PC renewal program, focusing on ServiceNow ticket processing, asset accuracy, and vendor coordination. The role emphasizes data-driven decisions on repair versus replacement and detailed documentation of each action.

The position supports hybrid work with on-site Monday–Thursday and remote Fridays, aiming to optimize PC requests, deployments, and customer service across multiple teams.

Qualifications

• Experience with ServiceNow including hardware asset management and ITSM processes.
• Strong knowledge of PC hardware, warranties, and lifecycle management.
• Ability to analyze vendor repair quotes and compare repair vs replacement costs.
• Excellent data accuracy, problem solving, and attention to detail.
• Strong communication and customer service skills with SLA focus.
• Ability to work independently and with internal teams and vendors.

Responsibilities

• Process ServiceNow ticket requests for computer provisioning and support.
• Oversee hardware service tickets end-to-end from submission to closure.
• Resolve customer issues and minimize escalations through timely action.
• Review Break/Fix requests and vendor repair quotes for accuracy.
• Validate warranty status and assess repair vs replacement decisions.
• Coordinate with vendors on parts and quotes; escalate delays when needed.
• Reconcile asset data across ServiceNow, CMDB, inventory, and vendor systems.
• Document decisions, approvals, and closures; maintain audit trail.
• Identify opportunities to improve planning, scheduling, and PC deployments.
• Support data analysis and reporting using Microsoft Office tools.

Skills

ServiceNow

Hardware Asset Management

Vendor Coordination

Data Analysis

Excel

Customer Service

SLA Management

Team Collaboration

Time Management

Problem Solving

Job description

HTC Global Services is seeking a PC Renewal Operations Analyst to oversee a global PC renewal program, focusing on ServiceNow ticket processing, asset accuracy, and vendor coordination. The role emphasizes data-driven decisions on repair versus replacement and detailed documentation of each action.

The position supports hybrid work with on-site Monday–Thursday and remote Fridays, aiming to optimize PC requests, deployments, and customer service across multiple teams.