Penguin Random House Group
IT Service Desk Analyst - (Open to remote)
Penguin Random House Group, New York, New York, us, 10261
Overview
IT Service Desk Analyst - (Open to remote) We are seeking an IT Service Desk Analyst to join our team. This person plays a crucial role in providing technical support and assistance to end-users within our organization. This role is responsible for resolving technical issues, answering inquiries, and ensuring the smooth operation of IT systems and equipment. The IT Service Desk Analyst serves as the first point of contact for IT-related problems and strives to provide effective solutions while maintaining a high level of customer satisfaction. Responsibilities
Act as the primary point of contact for end-users seeking technical assistance via phone, email, or chat. Provide exceptional customer service by listening to users\' issues, troubleshooting and resolving their problems efficiently. Maintain a professional and courteous demeanor when interacting with users. Incident Management: log all incidents, service requests, and inquiries in our ServiceNow ticketing system; prioritize and categorize incidents based on urgency and impact on business operations; monitor and manage the ticket queue to ensure timely resolution and escalate as required. Technical Troubleshooting: diagnose and resolve hardware and software problems for end-users, including issues with Mac and Windows computers, printers, software applications, mobile devices, cloud applications, and network connectivity such as VPN and Wi-Fi; provide step-by-step instructions and guidance for self-service problem resolution when appropriate; determine when it\'s best to escalate to second level support. Documentation: maintain accurate records of all support activities in the ticketing system; update knowledge base articles for common issues to facilitate self-service for end-users. Communication: communicate effectively with end-users and colleagues, both verbally and in writing, to ensure clear and concise exchange of technical information; keep end-users informed of incident progress and resolution timelines. Hardware and Software Support: assist in hardware and software installation, configuration, and updates; troubleshoot software-related issues including operating systems, office applications, and specialized software used within the organization. User Training: provide basic training and guidance to end-users on using IT resources effectively and securely; promote IT security best practices and educate users on safeguarding sensitive data and credentials. Continuous Improvement: identify recurring issues and escalate to IT management to prevent future incidents. Requirements
High school diploma or equivalent; a degree or relevant certification in IT is a plus. At least 1+ year of experience in an IT role or customer service. Basic knowledge of IT hardware, software, and operating systems. Excellent communication and interpersonal skills. Problem-solving abilities and patience in assisting end-users. Ability to work in a fast-paced and dynamic environment. A customer-centric approach with a strong commitment to user satisfaction. Additional Details
To learn more about our IT Department and their initiatives, visit our Tech Talent site. This role is open to remote. The salary for this position is $66,500. All positions are currently eligible for annual profit award or bonus, subject to company results. Please apply by October 15, 2025 and include your resume and cover letter for consideration. Before applying for any role at Penguin Random House, we recommend you review our applicant resources page and our FAQs page. Benefits
Full-time employees are eligible for our comprehensive benefits program. Our range of benefits include, but are not limited to, Medical/Prescription drug insurance, Dental, Vision, Health Care/Dependent Care Flexible Spending Account, Health Savings Account, Pre-Tax and Roth 401(k), Short and Long-Term Disability Insurance, Life/AD&D Insurance, Commuter Benefits, Student Loan Repayment Program, Educational Assistance & generous paid time off. About Penguin Random House
Penguin Random House is the leading adult and children\'s publishing house with a global presence. More information can be found at http://www.penguinrandomhouse.com/. Penguin Random House values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.
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IT Service Desk Analyst - (Open to remote) We are seeking an IT Service Desk Analyst to join our team. This person plays a crucial role in providing technical support and assistance to end-users within our organization. This role is responsible for resolving technical issues, answering inquiries, and ensuring the smooth operation of IT systems and equipment. The IT Service Desk Analyst serves as the first point of contact for IT-related problems and strives to provide effective solutions while maintaining a high level of customer satisfaction. Responsibilities
Act as the primary point of contact for end-users seeking technical assistance via phone, email, or chat. Provide exceptional customer service by listening to users\' issues, troubleshooting and resolving their problems efficiently. Maintain a professional and courteous demeanor when interacting with users. Incident Management: log all incidents, service requests, and inquiries in our ServiceNow ticketing system; prioritize and categorize incidents based on urgency and impact on business operations; monitor and manage the ticket queue to ensure timely resolution and escalate as required. Technical Troubleshooting: diagnose and resolve hardware and software problems for end-users, including issues with Mac and Windows computers, printers, software applications, mobile devices, cloud applications, and network connectivity such as VPN and Wi-Fi; provide step-by-step instructions and guidance for self-service problem resolution when appropriate; determine when it\'s best to escalate to second level support. Documentation: maintain accurate records of all support activities in the ticketing system; update knowledge base articles for common issues to facilitate self-service for end-users. Communication: communicate effectively with end-users and colleagues, both verbally and in writing, to ensure clear and concise exchange of technical information; keep end-users informed of incident progress and resolution timelines. Hardware and Software Support: assist in hardware and software installation, configuration, and updates; troubleshoot software-related issues including operating systems, office applications, and specialized software used within the organization. User Training: provide basic training and guidance to end-users on using IT resources effectively and securely; promote IT security best practices and educate users on safeguarding sensitive data and credentials. Continuous Improvement: identify recurring issues and escalate to IT management to prevent future incidents. Requirements
High school diploma or equivalent; a degree or relevant certification in IT is a plus. At least 1+ year of experience in an IT role or customer service. Basic knowledge of IT hardware, software, and operating systems. Excellent communication and interpersonal skills. Problem-solving abilities and patience in assisting end-users. Ability to work in a fast-paced and dynamic environment. A customer-centric approach with a strong commitment to user satisfaction. Additional Details
To learn more about our IT Department and their initiatives, visit our Tech Talent site. This role is open to remote. The salary for this position is $66,500. All positions are currently eligible for annual profit award or bonus, subject to company results. Please apply by October 15, 2025 and include your resume and cover letter for consideration. Before applying for any role at Penguin Random House, we recommend you review our applicant resources page and our FAQs page. Benefits
Full-time employees are eligible for our comprehensive benefits program. Our range of benefits include, but are not limited to, Medical/Prescription drug insurance, Dental, Vision, Health Care/Dependent Care Flexible Spending Account, Health Savings Account, Pre-Tax and Roth 401(k), Short and Long-Term Disability Insurance, Life/AD&D Insurance, Commuter Benefits, Student Loan Repayment Program, Educational Assistance & generous paid time off. About Penguin Random House
Penguin Random House is the leading adult and children\'s publishing house with a global presence. More information can be found at http://www.penguinrandomhouse.com/. Penguin Random House values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.
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