Service Desk Analyst

Penguin Random House Canada; Toronto; On-site; CAD 46,000 - 57,000; Full time

Job summary

Penguin Random House Canada is seeking a Service Desk Analyst to join our IT team on-site in Toronto. You will provide frontline technical support to employees, resolve hardware and software issues, and support meetings and events with AV setup and room configuration.

You will onboard new hires, deploy hardware, and contribute to IT projects while collaborating with colleagues across the organization. A customer-first approach and strong troubleshooting skills are essential.

Qualifications

• A degree or diploma in computer science, information technology, or related field is an asset.
• 1–2 years of relevant experience in technical support or service desk roles is preferred.
• Proficiency with Windows is required; Mac OS knowledge is a plus.
• Experience with remote desktop applications and help desk software.
• Experience supporting meeting-room technology, AV equipment, meetings, or events is preferred.

Responsibilities

• Provide responsive Level 1 technical support to employees, resolving hardware, software, connectivity, and day-to-day tech issues.
• Manage incoming support tickets, diagnose problems, apply solutions, and escalate when needed.
• Support meetings and corporate events with AV setup, room configuration, testing, and live event support.
• Onboard new employees and provide refresher training on common systems.
• Prepare, test, and distribute laptops and other computing hardware.
• Document issue resolutions and IT asset movements.

Skills

Windows

Mac OS basics

Remote support

Help desk software

AV & meeting tech

Customer service

English communication

Team collaboration

Troubleshooting

Education

Degree or diploma in IT/CS

Tools

Ticketing software

Microsoft Office

Teams

Asana

Job description

Location:

320 Front Street, Toronto, Ontario. This role is in-office, five days per week, with occasional event support outside of regular working hours.

Posting Type:

This posting is for an existing vacancy, and we are actively accepting applications.

Expected Compensation:

The salary for this position begins at $51,425 and will be determined based on experience.

Changing the world, one book at a time.

As a team of dedicated book-loving professionals, we discover, shape, and share content that nurtures thoughts, dreams, and conversations around the globe, ensuring that new and established voices are heard.

We’re looking for a service-oriented, collaborative, and solutions-focused Service Desk Analyst to join our IT team at Penguin Random House Canada.

Do you enjoy solving technical problems and helping people get the most out of their technology? Are you comfortable troubleshooting everything from laptops and connectivity issues to meeting-room technology? Do you take pride in delivering excellent customer service and staying calm and solutions focused when an issue needs to be resolved quickly?

We’re looking for someone who combines strong technical troubleshooting skills with a customer-first approach. You’ll be a key point of contact for employees across Penguin Random House Canada, helping resolve technology issues, supporting meetings and events, preparing and deploying hardware, and contributing to IT projects that keep our teams productive and connected.

Your contribution to the story:

At Penguin Random House Canada, you’ll be part of a vibrant and growing company that is home to acclaimed authors such as Margaret Atwood, Cherie Dimaline, Chris Hadfield, Zadie Smith, Naomi Klein, Colson Whitehead, Salman Rushdie, Sarah Polley, Jody Wilson-Raybould, Emily Henry, Cormac McCarthy, Celeste Ng and John Irving, among many other brilliant writers.

Reporting to the Director, IT, Office Services & Warehousing, you will provide frontline technical support to employees across Penguin Random House Canada, helping maintain the hardware, software, systems, and peripheral equipment our teams rely on every day.

You’ll respond to incoming support requests, troubleshoot and resolve technical issues, support employee onboarding and training, and prepare and deploy hardware. You’ll also play an important role in supporting meetings and corporate events, including AV setup, room configuration, technology testing, troubleshooting, and live event support.

Working closely with colleagues across the organization and the broader IT team, you’ll help ensure issues are resolved or escalated efficiently, employees are kept informed, and recurring or broader technology issues are identified quickly.

What you’ll do:

• Provide responsive Level 1 technical support to employees, delivering a high level of customer service while troubleshooting hardware, software, connectivity, and other day-to-day technology issues.
• Manage incoming support tickets and inquiries, diagnosing problems, determining appropriate solutions, and following through to resolution or escalation.
• Provide technical and logistical support for meetings and corporate events, including AV setup, room configuration, technology testing, troubleshooting, and live event support to ensure a seamless experience for presenters and attendees.
• Onboard new employees into common systems and provide refresher training and technology guidance as required.
• Receive, prepare, test, and distribute laptops and other computing hardware.
• Document issue resolution, support activity, and the movement of IT assets.
• Troubleshoot basic network and connectivity issues.
• Identify patterns or signs of broader technical issues and elevate them to the appropriate IT team member.
• Work with external vendors and technicians when on-site support is required.
• Contribute to IT projects, including hardware rollouts, operating-system upgrades, and other technology changes.

Experience and knowledge you’ll bring (qualifications):

• A degree or diploma in computer science, information technology, or related field is an asset.
• 1–2 years of relevant experience in technical support, desktop support, service desk support, or a similar customer-facing technical role is preferred.
• Proficiency with Windows is required, working knowledge of Mac OS is a nice to have
• Experience with remote desktop applications and help desk or ticketing software.
• Experience supporting meeting-room technology, AV equipment, meetings, or events is preferred.
• Excellent customer-service and interpersonal skills, with the ability to support employees at all levels of the organization.
• Strong troubleshooting, problem-solving, and critical-thinking skills.
• Good written and verbal English communication skills, including the ability to explain technical information clearly to non-technical users.
• Strong organizational and time-management skills, with the ability to prioritize multiple incoming requests based on urgency and impact.
• The ability to work independently while collaborating effectively as part of an IT team.
• A willingness and ability to learn new technologies, systems, and products.
• Relevant IT certifications are considered an asset.
• Proficiency with Microsoft Office Suite and collaborative digital tools, including Teams and Asana.
• An inclusive approach, supported by cultural competency and a proven ability to collaborate with people from a wide range of diverse backgrounds.
• Enhanced knowledge, awareness, and experience with the culture and history of any community that has faced marginalization is considered a plus.
• And of course, a deep passion for books!

This role is expected to work five days per week from our office located at 320 Front Street West, Toronto, ON. Therefore, candidates should reside within the commuting distance of our office.

We are actively seeking to add team members from communities with lived experiences of marginalization and underrepresentation. We respect and value each individual and their lived experiences and are committed to creating a more diverse team and establishing a culture of belonging. If you self-identify as Black, Indigenous, a person of colour, a member of the LGBTQIA2S+ community or another marginalized group, we strongly encourage you to apply.

Please contact Human Resources at [e-mail] or 416-364-4449 if you need accommodation at any stage of the application process or want more information on our accommodation policies.

We do not use artificial intelligence to screen or assess applicants. However, we may use artificial intelligence (AI) tools to support parts of the hiring process, such as supporting administrative aspects of the recruitment process. These tools assist our recruitment team but do not replace human judgment at any part of the process. If you would like more information about how your data is processed, please contact us.