Service Desk Analyst

Service Desk Analyst (L1)

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

Pitney Bowes is a global shipping and mailing company that provides technology, logistics, and financial services to more than 90 percent of the Fortune 500. Small business, retail, enterprise, and government clients around the world rely on Pitney Bowes to reduce the complexity of sending mail and parcels. Pitney Bowes is headquartered in Stamford, Connecticut, with offices across the globe. We also have a national network of 55+ facilities strategically located throughout the United States to serve our clients' shipping and mailing needs.

About the Job

We are looking for a Service Desk Analyst (L1) to join our End User Computing team. As a frontline support technician, you will be responsible for resolving common incidents, fulfilling service requests, and ensuring accurate ticket logging and triage. You will support PB employees via phone, email, and chat, and collaborate with L2 teams to ensure timely resolution of technical issues.

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: 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

Pitney Bowes is an equal opportunity employer that values diversity and inclusiveness in the workplace. All interested individuals must apply online.