Full Time Job

Lead Analyst, Client Services

Penguin Random House

New York, NY 05-20-2021
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  • Paid
  • Full Time
  • Senior (5-10 years) Experience
Job Description
The Penguin Random House End User Computing group within the Information Technology department is seeking a Lead Analyst, Client Services to join their team. This position provides customer service to both internal and remote users by assisting with computing-related problems: Windows operating systems, M365, in-house developed applications, network connectivity, printing, and accessibility to shared network and cloud resources. In addition, support of mobile devices and video-conferencing services will be heavily stressed.

An ideal candidate should be able to create solutions that empower our employees use technology to the fullest. Creative thinking and problem-solving skills are a must.

The individual will also be responsible for:
• Assisting employees in achieving business goals by keeping their computer and related applications and tools functioning.
• Troubleshoot reported problems, both hardware & software.
• Determining the criticality of problems.
• Update the IT Service Desk call tracking system and maintain information flow with both the IT Service Desk and peers.
• Ensure escalations are handled and documented per established standards.
• Support of audio and video-conferencing equipment hardware, software, and their usage.
• Heavy support of remote employees with computers and/or mobile devices.
• Act as a subject-matter expert (SME) and handle escalated inquiries from junior colleagues.
• Ability to perform research and share knowledge with team members.
• Resolves technical problems with Local Area Networks (LAN), and home Wi-Fi networks.
• Setup and support telephony and mobile devices.
• Onboarding new hires including the setup of equipment, and offboarding users as needed.

Knowledge/Skills/Abilities Required:
• 7+ years of solid, diverse work experience in IT, or the equivalent in education and work experience.
• Strong customer service and troubleshooting skills.
• Strong knowledge of Windows 10 OS, including installation and troubleshooting skills.
• Ability to manage conflicting priorities effectively.
• Fluent in in Microsoft products, especially M365 suite.
• Solid understanding of Remote Computing technologies
• Solid understanding of mobile computing devices such as iPhones, iPads, and Android
• Strong communication and interpersonal skills, both verbal and written.
• Problem solving ability (analytical skills).
• Skills to organize and prioritize workload.
• Ability to work under stress and meet deadlines.
• Ability to multi-task.
• Must be professional, collaborative and enjoy working in a team environment

Jobcode: Reference SBJ-r1ox6y-18-204-2-146-42 in your application.

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Company Profile
Penguin Random House

Penguin Random House is the leading adult and children’s publishing house in North America, the United Kingdom and many other regions around the world. In publishing the best books in every genre and subject for all ages, we are committed to quality, excellence in execution, and innovation throughout the entire publishing process: editorial, design, marketing, publicity, sales, production, and distribution.