IT Service Desk Analyst I

Philips International; 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

Job Title IT Service Desk Analyst I

Job Description IT Service Desk Analyst I 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. 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. Weekend on Call rotation split with team to ensure coverage 24x7 emergency support coverage. You're the right fit if: You’ve acquired 1+ years of experience in IT helpdesk, technical product support or relevant IT customer service-related roles. Your skills include knowledge of ticketing systems such as ServiceNow, a plus; MS products and Windows OS; exposure to AWS or cloud-based services, preferred. ITIL, technical support, Root Cause Analysis (RCA), issue management, troubleshooting, admin support and experience in a highly regulated industry, nice to have. You have a high school diploma or vocational education. You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. You’re an excellent communicator, always looking for new skills to learn and have strong customer service aptitude. You must also be willing to cover weekend on call rotation.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations. This is an office role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others. Learn more about our business. Discover our rich and exciting history. Learn more about our purpose. Learn more about our culture.

Philips Transparency Details

The pay range for this position in Malvern, PA is $24/hour to $38/hour. The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity. In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here. At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future. Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to Malvern, PA.

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace. At Philips, we believe that every human matters. As a global health-tech leader, we focus on improving people’s health and wellbeing through meaningful innovation. The people who work here share our passion and are motivated to bring this purpose to life. For more than 130 years, we have been creating technologies and innovations that improve people's lives and support healthcare practitioners. Headquartered in the Netherlands and operating in more than 100 countries globally, we focus our advanced technology and deep clinical and consumer insights on Precision Diagnosis, Image Guided Therapy, Enterprise Informatics, Monitoring/ Connected Care, Sleep & Respiratory Care and Personal Health. Together, we deliver better care for more people because we believe that every human matters. That's why we're taking steps to create an environment where we acknowledge and embrace our differences and uniqueness and listen to and value each other's views. When people feel cared for and listened to, they bring their best qualities to work, leading to better collaboration, communication, innovation and success. It is the policy of Philips to provide equal employment and advancement opportunities to all qualified employees and applicants for employment without regard to race, color, religion, sex, pregnancy/childbirth or related medical conditions, age, ethnic or national origin, sexual orientation, gender identity or expression, physical or mental disability, genetic information, citizenship status, veteran or military status, marital or domestic partner status or any other characteristic protected by law. As an equal opportunity employer, Philips is committed to fostering a culture where all are treated with respect and professionalism. To ensure reasonable accommodations for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance. Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.

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