Service Desk Analyst

JOB DESCRIPTION

At Pitney Bowes, we do the right thing, the right way. As a member of our team, you can too.

We have amazing people who are the driving force, the inspiration and foundation of our company. Our thriving culture can be broken down into four components: Client. Team. Win. Innovate.

We actively look for prospects who:
• Are passionate about client success.
• Enjoy collaborating with others.
• Strive to exceed expectations.
• Move boldly in the quest for superior and best in market solutions.

Job Description:

Company Overview

About the job

Qualifications

Bachelor’s degree or equivalent experience

1–3 years in IT service desk or equivalent internships with strong aptitude

Excellent customer communication skills in English (French and German are a plus)

Strong structured troubleshooting and documentation hygiene in ITSM

Familiarity with Microsoft 365 (Outlook, Teams, OneDrive), Windows 10/11, Entra /Azure AD

Basic knowledge of Intune/Endpoint Manager, VPN/Zscaler, RingCentral

Exposure to Jira Service Management preferred Excellent oral and written communication skills

Responsibilities

Answer and resolve/triage L1 contacts within SLA; log all details in ITSM

Troubleshoot endpoint, identity, messaging, VPN, collaboration, and printing issues

Use and contribute to Knowledge Base (KCS-aligned); follow SOPs and runbooks

Perform secure identity verification before account actions

Execute password/MFA resets; assist with device enrollment via Intune

Provide remote assistance (Quick Assist/Intune) and document steps

Escalate per matrix to EUC, Network/NOC, Messaging, and App L2 teams

Participate in P1 bridges when required; handover notes at shift end

 Maintain data privacy per PB policy; ensure call recording compliance

We will:

• Provide the will: opportunity to grow and develop your career
• Offer an inclusive environment that encourages diverse perspectives and ideas
• Deliver challenging and unique opportunities to contribute to the success of a transforming organization
• Offer comprehensive benefits globally ( )

Medical, Dental, Vision and Prescription, Paid Time Off, Retirement Savings, Career Training, Stress Management, Parental Leave, Shopping Discount Programs, Development Planning, Wellness Programs, Access to Legal Advice, Early Access to your Paycheck, On-Demand Courses