Penguin Random House · 6 hours ago
Analyst, IT Service Desk - (Remote)
New York, NY
Full-time
Remote
Entry Level
$66K/yr - $66K/yr
1+ years exp
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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
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, escalating issue as required
Diagnose and resolve hardware and software problems for end-users, including issues with Mac and Windows based computers, printers, software applications, mobile devices, cloud applications, and network connectivity such as VPN and Wi-Fi
Provide step-by-step instructions and guidance to end-users for self-service problem resolution when appropriate
Determine when its best to cease troubleshooting and escalate or dispatch to second level support to assist
Maintain accurate records of all support activities, including incident details, troubleshooting steps, and resolution procedures in the ticketing system
Update knowledge base articles for common issues to facilitate self-service for end-users
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
Troubleshoot software-related issues, including operating systems, office applications, and specialized software used within the organization
Provide basic training and guidance to end-users on using IT resources effectively and securely
Promote IT security best practices and educate users on the importance of safeguarding sensitive data and credentials
Identify recurring issues and escalate to IT management in an effort to prevent future incidents
Qualification
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Required
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
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
Benefits
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
Company
Penguin Random House
Our mission is to ignite a universal passion for reading by creating books for everyone.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Manuel Sansigre
Deputy Chief Financial Officer and EVP, Head of M&A
Brian Redler
SVP, Chief Information Security Officer
Company data provided by crunchbase
