AddressJob Title
IT Service Desk AnalystJob Description
Job title: IT Service Desk Analyst
You are responsible for:
Resolve high number of Incidents & Requests daily from phone queue & Service Now queue
Create Knowledge Base items and other functions in Service Now Escalation point for Service Desk Analyst I
Provide outstanding customer service to internal users while responding quickly to end users via phone and email Perform password resets, user onboarding/offboarding, higher level Office 365/Email and Virtual Desktop troubleshooting
Perform higher level troubleshooting for AM&D Applications and Hardware
Manage Tickets within SLAs (Service Level Agreements) to determine Priority, Impact and Escalations Communicate regularly with the Service Desk team members, Management, and other key business operations teams
Actively participate in Standups/Team Meetings to share knowledge, improve processes, and make things better
Assess and determine if issue is a Major incident and follow escalation procedures
Manage Critical issues while following process (paging teams, creating Problems, sending email notifications to the business)
Weekend On-Call rotation split with team to cover 24x7 emergencies
To succeed in this role, you’ll need a customer-first attitude and the following:
Education:
1. Bachelor's Degree in IT or equivalent
2. 5+ years’ experience in IT Service Desk or helpdesk role
Required Knowledge, Skills, and Abilities
1. Knowledge/Abilities –Technical Skills: Desktop and Laptop Support, Windows 10, 8, 7, Microsoft Office Suite 2010 & 2016, Office 365, Mobile device and phone support, Active Directory
2. Communication Skills (Verbal/Written): Constant Clear Communicator, Well Written
3. Customer Service: Empathy for internal customer, sense of urgency
4. Other: Medical/Patient/Practice Software experience a plus
Soft Skills
1. Fast learner. Ability to grasp key concepts quickly with minimal or no supervision
2. Ability to take ownership and deliver with quality and within required timeline
3. Excellent interpersonal and communication skills with an ability to work across diverse teams
How we work at Philips
Our newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart – which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home – for our hybrid roles.
Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.
Our hybrid working model is defined in 3 ways:
We believe in the importance of impactful collaboration: There's a certain energy when everyone’s in the same room that can heighten idea generation and creative friction needed for problem-solving.
We embrace flexibility: Choosing where, when and how to work can vary according to task and team schedules. Flexibility isn’t office or online, it means choosing the space that works best for you, your teams and our customers on a case-by-case basis.
We want to be at our best: The way we work and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.
Why should you join Philips?
Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people every year. Ultimately creating a career that no one could have planned for. Even you.
