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Job TitleIT Service Desk Analyst
Job 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, youll 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 supervision2. Ability to take ownership and deliver with quality and within required timeline3. 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 everyones 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 isnt 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. Its 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.