**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. In addition, participating in an on-call rotation to ensure 24x7 emergency support coverage. **You're the right fit if:** + You’ve acquired 1+ years of experience in an IT helpdesk, technical product support or relevant IT customer service related role. + Your skills include: + Knowledge of ticketing systems i.e. ServiceNow – a plus. + Proficiency in MS products and Windows OS. + Exposure to AWS or cloud-based services – preferred. + 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, are customer centric and have strong documentation skills. **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. This is an office role. **About Philips** We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others. + Learn more about our business. + Discover our rich and exciting history. + Learn more about our purpose. + Learn more about our culture. **Philips Transparency Details** The pay range for this position in Malvern, PA is $24.00 to $36.00/hour. The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity. In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here. At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. **Additional Information** US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future. Company relocation benefits **will not** be provided for this position. For this position, you must reside in **or** within commuting distance to **Malvern, PA.** **\#ConnectedCare** It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws. As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance. Equal Employment and Opportunity Employer/Disabled/Veteran