IT Service Desk Analyst I
Philips
Summary
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.
Job description
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.
Requirements
- 1+ years of experience in IT helpdesk, technical product support or relevant IT customer service-related roles
- 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 (nice to have)
- Experience in a highly regulated industry (nice to have)
- High school diploma or vocational education
- Excellent communicator with strong customer service aptitude
- Willingness to cover weekend on-call rotation
Benefits
- Generous PTO
- 401(k) up to 7% match
- HSA with company contribution
- Stock purchase plan
- Education reimbursement
Company overview
Koninklijke Philips N.V., commonly known as Philips, is a Dutch multinational health technology company that has evolved from its origins as a consumer electronics conglomerate into a leading global healthcare solutions provider. Founded in 1891 in Eindhoven, Netherlands, Philips has transformed its business focus since the 2010s to concentrate exclusively on health technology. The company operates through three main divisions: Diagnosis and Treatment, which manufactures advanced medical imaging equipment including MRI, CT, and ultrasound scanners; Connected Care, specializing in patient monitoring systems and respiratory care products under the Respironics brand; and Personal Health, producing consumer healthcare products like electric shavers, Sonicare toothbrushes, and Avent childcare items. With 68,419 employees worldwide and annual revenues of €18.02 billion (2024), Philips maintains its global headquarters in Amsterdam while operating manufacturing, R&D, and sales facilities across 26 countries. The company has strategically divested its consumer electronics, lighting, and home appliance businesses to become a pure-play health technology organization, positioning itself at the forefront of medical innovation and digital healthcare solutions.