IT Service Desk Analyst I: Fast Support, 24x7 On-Call

Philips

Malvern (Chester County)

On-site

USD 33,000 - 52,000

Full time

4 days ago

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Benefits offered by this job

PTO

401k match

HSA contributions

Stock purchase plan

Education reimbursement

Job summary

Phillips? Philips is a health technology company; Philips Ambulatory Monitoring & Diagnostic (AM&D) supports operations in Malvern, PA. IT Service Desk Analyst I delivers timely application support, incident management, and user training to keep AM&D running smoothly.

The role focuses on high-volume incident handling, troubleshooting across AWS Workspaces and Office 365, and collaboration with cross-functional teams to drive service improvements. On-site office role in Malvern, PA.

Qualifications

1+ years of experience in IT helpdesk or technical product support.
Knowledge of ticketing systems such as ServiceNow is a plus; MS products and Windows OS.
Exposure to AWS or cloud-based services; ITIL, RCA, issue management and troubleshooting skills are desirable in a regulated industry.

Responsibilities

Handle a high volume of incidents and service requests via phone and ServiceNow queues with SLA-driven prioritization.
Provide exceptional internal user support via phone and email; collaborate with product support and business teams.
Troubleshoot AWS Workspaces and AM&D applications; assist with user account tasks (password resets, onboarding/offboarding, Office 365 setup).
Create and manage incidents and knowledge base articles; escalate major incidents per procedures.
Participate in team standups and contribute to process improvements; cover weekend on-call rotation for 24x7 support.