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# IT Service Desk Analyst I

- **Company:** Phillips, Phillip
- **Location:** Malvern, PA, United States
- **Experience:** Starter
- **Salary:** $49,920.0 - $79,040.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Amazon Web Services, Issue Tracking Systems, Microsoft Office, Cloud Services, Server Administration, Servicenow
- **Published:** October 27, 2026
- **Apply:** https://www.careerbuilder.com/job-details/it-service-desk-analyst-i-malvern-pa--a6dd5c2d-8060-4e51-b9e4-d050f5f8376a

## About the Role

Customer Support/Service, Analysis Skills, Technical Support, Problem Solving Skills, Business Operations, Software Administration, Time Management, ServiceNow, Maintenance Services, Service Level Agreement (SLA), * 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.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company's facilities. Field roles are most effectively done outside of the company's main facilities, generally at the customers' or suppliers' locations.

## Description

IT Service Desk Analyst I

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.

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.