IT Service Desk Analyst I - Rapid Support & Onboarding

Philips; United States; On-site; USD 33,000 - 52,000; Full time

Job summary

Philips IT Service Desk Analyst I in Malvern, PA supports the AM&D business with high-volume incident handling via phone and ServiceNow, delivering timely resolutions and user assistance including onboarding and Office 365 setup.

You will collaborate with product support and business teams, document knowledge, and contribute to continuous improvement in a regulated environment. This is an office role requiring in-person presence.

Qualifications

• Experience in IT helpdesk or IT customer service roles.
• Familiar with ticketing systems (ServiceNow) and Windows OS.
• Exposure to AWS and cloud services; ITIL and RCA knowledge is a plus.
• High school diploma or vocational education required.

Responsibilities

• Handle a high volume of incidents and service requests via phone and ServiceNow; resolve within SLA by assessing priority and escalation needs.
• Provide exceptional support to internal users by phone and email; collaborate with product support and business teams to improve resolution.
• Troubleshoot AWS Workspaces and Philips AM&D applications; assist with password resets and Office 365 setup.
• Create and manage incidents and knowledge base articles in ServiceNow; escalate major incidents per procedures.
• Participate in team standups; weekend on-call rotation to ensure 24x7 coverage.

Skills

ServiceNow

Windows OS

MS Office

AWS exposure

ITIL

Education

High school diploma

Job description

Philips IT Service Desk Analyst I in Malvern, PA supports the AM&D business with high-volume incident handling via phone and ServiceNow, delivering timely resolutions and user assistance including onboarding and Office 365 setup.

You will collaborate with product support and business teams, document knowledge, and contribute to continuous improvement in a regulated environment. This is an office role requiring in-person presence.