Service Desk Analyst

    • Job ID: 512989-803126
    • Location: Flexible Throughout the US, Remote
    • Job Type: Full-Time/Regular
    • Years of Experience: Not Applicable
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Job Description:

Job Overview:

  • As a member of the W. W. Norton Service Desk, you will be responsible for supporting the end users of our digital products.
  • The Service Desk Team members report to the Service Desk Supervisor.
  • The Service Desk Analyst resolves product related issues while demonstrating expertise in customer service and technical knowledge. The Service Desk is also responsible for testing new products before they are released to market.

Essential Job Responsibilities Include:

  • Provide support to our end users through the use of our case management system.
  • Respond to and diagnose incidents, problems and requests using knowledge base articles.
  • Gather and document necessary information prior to escalating cases to other support groups per knowledge articles.
  • Provide updates and suggestions to knowledge base documentation.
  • Test new products before their release date and provide feedback to the Media Producer Team.
  • Participate in staff meetings.

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

Experience and Skills:

  • Employment eligibility to work with W.W. Norton & Company in the US is required.
  • Must be able to work full business hours.
    • Work week is Monday through Friday (8 am to 5 pm) with the ability to work overtime as required.
  • W. W. Norton & Company ("Norton") strives to maintain a COVID-free workplace. To that end, being fully vaccinated is a condition of employment for all new Norton hires. Norton makes reasonable accommodations for qualified applicants with disabilities, sincerely held religious beliefs, or other conditions protected by applicable law.
  • Must possess strong communication, organizational, and troubleshooting skills.
  • Knowledge and understanding of customer service techniques is required.
  • Experience working with an IT ticketing system. Service Cloud, ServiceNow, Zendesk, etc.
  • Working knowledge of Microsoft suite including Word, Excel and PowerPoint.
  • Must be capable of working both independently and in a team setting.
  • Must enjoy working in a fast-paced environment with multiple and changing priorities.

About Norton:
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: http://www.wwnorton.com.