Job Description

We have a new opportunity to join our Technology team in Colchester as a Technology Support Analyst. This role is offered on a 6-month fixed term contract basis, and will require you to be onsite 5 days per week.

About the team

The Technology team provides expertise and effective solutions to Penguin Random House. We integrate flexibility and agility which supports our consistent way of working. We set ourselves up for success by holding ourselves accountable and welcoming change. Each member of the Technology team brings skill and initiative to their role; we take personal ownership within a one team culture, working collaboratively to meet expectations from our stakeholders who trust us to deliver.

The role

As Technology Support Analyst, you’ll be the first point of contact for a wide range of technical issues and requests, making sure they are logged, prioritised, investigated and resolved with care. You’ll combine strong customer service with practical problem solving, using diagnostic tools, support systems and your own technical knowledge to deliver a great experience for our users.

No two days will look quite the same. You may be supporting colleagues remotely through telephony and self-service channels, providing in person deskside support, or helping with device builds and asset management. You’ll work on a rotational basis across these areas, giving you exposure to different parts of the support function whilst helping to maintain a consistent, high-quality service.

This is a great opportunity for someone who enjoys working in a fast-paced environment, likes solving problems, and takes pride in making technology feel simple and accessible for others.

Key responsibilities

Telephony & Self-service Support

• Provide 1st line support and diagnosis of incidents and service requests received via email, telephone, self-service and through automated alerts.
• Prompt escalation of incidents and requests to 2nd and 3rd line support where first contact resolution/first time fix is not possible.

Deskside Support

• Provide 2nd line support at the desks of our employees or in meeting rooms.
• Provide Audio Visual assistance for meets, include audio and video conferencing.

Build & Asset Management

• Provision, build, re-purpose & decommission of the end-user mobile, laptop & desktop estate.
• Management of hardware stock and loan equipment.
• Maintain hardware & software inventory, asset control.
• Ensure devices are issued and decommissioned in compliance with all security requirements.

General

• Logging all relevant incident/service request details, allocating categorisation and prioritisation codes.
• Resolving incidents/service requests when first contacted whenever possible.
• Escalating incidents/service requests within agreed timescales.
• Keeping users informed of progress.
• Closing all resolved incidents, requests and other calls.
• Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.

What you’ll bring

Essential criteria:

• Strong knowledge and experience of Microsoft desktop operating systems and the MS Office suite.
• Strong knowledge and experience of Apple OSX & iOS operating systems.
• Experience of the set up and configuration of mobile devices (smart phones and tablets).
• Experience of SCCM & Casper
• Experience of printer configuration and associated software.
• Experience of writing documentation and use of document management systems.
• Good knowledge of working to the ITIL framework.
• ServiceNow or other ITSM tool set.
• Previous experience in a Tech Support customer facing role.

Desirable criteria:

• Experience of “Walk-up” type tech support bar.
• Experience of follow me printing technology, print server configuration and associated software.
• Working knowledge of network topologies, server infrastructure, MS server operating systems, MS Exchange server products, VMware, and AD (including group policies).
• Experience with Cisco Call Manager.

Application instructions

Please apply with your CV by 23:59 on Sunday 7th June 2026.

AI

Here at Penguin, we believe in the power of authenticity and human creativity. When you apply for a position, we want to encourage you to showcase your unique voice. Throughout our recruitment process, please share your own thoughts, experiences, and skills. This helps us get a true sense of who you are and what you might bring to our team.

We celebrate creativity and diverse perspectives, so please be yourself! While we recognise AI tools can be helpful, we recommend using them thoughtfully to ensure your responses reflect you.

Salary

The salary for this position is up to £34,000 depending on how your skills and experience align to the role.

Company: Penguin Books Limited | Job ID: 289147