IT Service Desk Analyst @ Lensa
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Job Details
Overview
Lensa, partnering with Penguin Random House, is seeking an IT Service Desk Analyst to provide technical support and assistance to end-users. The role involves resolving IT issues, handling inquiries, and ensuring smooth IT operations.
Key Responsibilities
Customer Support: Serve as the first point of contact via phone, email, or chat. Provide troubleshooting and resolution while maintaining excellent customer service.
Incident Management: Log and prioritize incidents using the ServiceNow ticketing system. Monitor and manage ticket queues and escalate issues when necessary.
Technical Troubleshooting: Diagnose and resolve hardware/software issues, supporting Mac, Windows, mobile devices, cloud applications, and network connectivity like VPN and Wi-Fi. Provide step-by-step guidance and escalate as required.
Documentation: Maintain records of support activities and update the knowledge base for common issues.
Communication & User Training: Clearly communicate with end-users, provide training on using IT resources, and promote IT security best practices.
Continuous Improvement: Identify recurring issues and escalate them to IT management to help prevent future incidents.
Requirements
A high school diploma or equivalent; IT degree or certifications are a plus. At least 1+ year of IT or customer service experience with basic IT hardware, software, and operating systems knowledge. Excellent communication, problem-solving abilities, and a customer-centric approach are essential.
Additional Information
This role is open to remote candidates. The salary for this position is $66,500 annually, and full-time employees are eligible for a comprehensive benefits program including medical, dental, vision, 401(k), and more. Apply by October 15th, 2025, with a resume and cover letter.
Key skills/competency
- Technical Support
- Customer Service
- Incident Management
- Hardware Troubleshooting
- Software Troubleshooting
- ServiceNow
- Communication
- Documentation
- User Training
- IT Security
How to Get Hired at Lensa
🎯 Tips for Getting Hired
- Customize Resume: Tailor your resume displaying IT support skills.
- Highlight Certifications: Emphasize IT certifications and technical training.
- Review Job Details: Understand responsibilities and required experience.
- Practice Common Scenarios: Prepare for technical and customer support questions.