IT Service Desk Analyst
@ Penguin Random House

Hybrid
$66,500
Hybrid
Full Time
Posted 22 days ago

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Job Details

IT Service Desk Analyst Role

Penguin Random House is seeking an IT Service Desk Analyst to provide technical support and assistance to end-users. This role is responsible for resolving technical issues, answering inquiries, and ensuring the smooth operation of IT systems and equipment.

Key Responsibilities

  • Customer Support: Act as the primary contact via phone, email, or chat, ensuring exceptional customer service.
  • Incident Management: Log, prioritize, categorize, and monitor incidents using the ServiceNow ticketing system.
  • Technical Troubleshooting: Diagnose and resolve hardware and software issues, including Mac, Windows, printers, mobile devices, cloud apps, and network connectivity.
  • Documentation: Maintain accurate records of support activities and update knowledge base articles.
  • Communication: Provide clear technical information and timely updates to end-users.
  • Hardware & Software Support: Assist in installation, configuration, and software troubleshooting.
  • User Training: Offer basic training on IT resources and promote IT security best practices.
  • Continuous Improvement: Identify recurring issues and escalate for long term solutions.

Requirements

  • High school diploma or equivalent required; IT certification or degree is a plus.
  • At least 1+ year of experience in an IT role/Customer Service.
  • Basic knowledge of IT hardware, software and operating systems.
  • Excellent communication and interpersonal skills.
  • Problem-solving abilities and a customer-centric approach.

Additional Information

This role is open to remote work. The annual salary is $66,500 with eligibility for a profit award or bonus. Applicants should apply by October 15th, 2025 with a resume and cover letter. Full-time employees enjoy a comprehensive benefits program.

Key skills/competency

  • Technical Troubleshooting
  • Customer Support
  • Incident Management
  • ServiceNow
  • Hardware Support
  • Software Support
  • Communication
  • Documentation
  • User Training
  • IT Security
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How to Get Hired at Penguin Random House

🎯 Tips for Getting Hired

  • Customize your resume: Tailor skills to IT support.
  • Research Penguin Random House: Understand their culture and values.
  • Highlight experience: Emphasize incident management and troubleshooting.
  • Prepare for interviews: Review common IT service desk scenarios.

📝 Interview Preparation Advice

Technical Preparation

Review ServiceNow system functions.
Practice hardware and software troubleshooting.
Brush up on Mac and Windows OS.
Study network connectivity and VPN troubleshooting.

Behavioral Questions

Describe past challenging customer support experiences.
Explain teamwork in high-pressure environments.
Detail a time you resolved technical issues.
Discuss how you prioritize incident management tasks.

Frequently Asked Questions