34 applicants

Company

Random House Group · 1 day 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

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical troubleshootingIT hardware knowledgeIT software knowledgeOperating systemsServiceNowIT security best practices

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

Random House Group

Glassdoor

3.9

Random House is the proud publishing home of the world’s most acclaimed storytellers, thought leaders, and innovators with more than 20 imprints spanning a wide-ranging collection of subjects, writers, creators, and change makers.

Founded in 2013

Toronto, Ontario, CAN

0-1 employees