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

Overview / Summary

The PC Renewal Operations Analyst supports the daily operations of a global PC Renewal Program, working closely with managed service providers and IT operations teams to ensure consistent and effective delivery of computer services. This role focuses on ServiceNow ticket processing, hardware asset management, vendor coordination, PC repair and replacement decisions, asset data accuracy, customer support, reporting, and process improvement.

Job Description

Optimized Job Title

PC Renewal Operations Analyst

Overview / Summary

The PC Renewal Operations Analyst supports the daily operations of a global PC Renewal Program, working closely with managed service providers and IT operations teams to ensure consistent and effective delivery of computer services. This role focuses on ServiceNow ticket processing, hardware asset management, vendor coordination, PC repair and replacement decisions, asset data accuracy, customer support, reporting, and process improvement.

Key Responsibilities

• Process ServiceNow ticket requests to fulfill computer requests.
• Manage hardware service ticket requests end-to-end, from submission and validation through routing, fulfillment, resolution, and closure.
• Resolve customer issues and drive them to closure to mitigate escalation risk.
• Review Break/Fix requests and vendor repair quotes for accuracy, completeness, and proper assignment.
• Validate computer warranty status and evaluate repair versus replacement decisions based on cost, asset age, lifecycle, and business needs.
• Approve or decline repairs as authorized, following established guidelines.
• Coordinate with vendors regarding part quotes and elevate delays as needed.
• Validate and reconcile asset data across ServiceNow, CMDB, inventory, and vendor inventory systems.
• Resolve discrepancies related to serial numbers, ownership, location, and lifecycle status.
• Maintain accurate documentation of decisions, approvals, and closures.
• Identify process improvement opportunities to optimize planning, scheduling, and delivery of PC requests and deployments.
• Support data analysis and reporting needs using Microsoft Office applications.

Required Qualifications

• Knowledge of ServiceNow, including ServiceNow Operations Management and Hardware Asset Management.
• Understanding of PC hardware, warranties, asset lifecycle, and inventory management, including Break/Fix and repair processes.
• Ability to analyze vendor repair quotes and perform repair-versus-replacement cost analysis.
• Strong analytical, problem-solving, and attention-to-detail skills, with a focus on data accuracy.
• Excellent customer service and communication skills.
• Ability to prioritize multiple requests and manage workload against SLAs.
• Ability to work independently and collaboratively with internal teams and external vendors.
• Strong Microsoft Excel and Microsoft Office skills.
• Ability to identify process gaps and recommend operational improvements.
• Experience as a liaison, in vendor management, or customer support.
• Self-motivated, results-driven approach with strong prioritization and time-management skills.
• Ability to quickly learn and articulate new technology concepts.

Preferred Qualifications

• Experience processing ServiceNow ticket requests.
• Project management experience.
• IT Asset Management experience.
• Experience with asset/PC technology renewal cycles.
• Reporting and data analysis experience.

Work Arrangement

Hybrid work arrangement with onsite work Monday through Thursday and remote work on Friday.

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you'll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You'll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.