Service Desk Analyst

    • Job ID: 512989-788313
    • Location: Flexible Throughout the US, Open
    • Job Type: Full-Time/Regular
    • Years of Experience: Any
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Job Description:

W. W. Norton & Company is seeking a Service Desk Analyst. As a member of the Digital Products Team, you will be responsible for supporting the end-users (consumers) of our digital products. If you like working in a dynamic team environment, this is the position and department for you. The ideal candidate has strong communication skills, is detail oriented, eager to learn new technologies, and able to work independently. We offer a competitive salary and excellent benefit package. Overtime opportunities during peak times will be available. This position is fully remote through the United States and reports to the Director of Support Services.

Essential Job Responsibilities Include:

  • Provide multi-tiered level support to end-users through the use of our ticket management system
  • Respond to and diagnose incidents/problems through discussions with end-users
  • Have the ability to conduct problem recognition, research solutions, isolation, and follow-up steps
  • Provide input to the knowledgebase on incident resolution and problem solving
  • Communicate through regular updates to Service Desk manager the status of assigned work
  • Communicate and explain defects to QA team for further analysis
  • Participate in staff meetings and workflow discussions as requested

Please note - this job description is not designed to cover all activities required of the employee.




Experience and Skills:

Required Qualifications:

  • Strong customer service skills are necessary
  • Strong analytical and problem-solving skills
  • Strong understanding of cross-browser compatibility issues
  • Strong verbal and written communication skills
  • Ability to learn technical product information quickly and accurately
  • Ability to work independently, manage time and shift priorities
  • Must be able to work full business hours
  • Employment eligibility to work with W.W. Norton & Company in the US is required

W. W. Norton & Company is the oldest and largest publishing house owned wholly by its employees. W. W. Norton & Company strives to carry out the imperative of its founder to "publish books not for a single season, but for the years." In college publishing, that imperative applies not only to books, but also to an ever-growing list of essential print and digital resources that support teaching and learning. For more information about the Company, visit us online at: