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 robust 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 tro

📌 Service Desk Analyst (Toronto)
🏢 Penguin Random House Canada
📍 Toronto