At Penguin Random House, we are powered by our people. As the world’s largest trade book publisher, we publish books that matter, from future classics to cherished favourites. Our team is dedicated to creating stories that entertain, educate and inspire. We strive to be the best home for our authors and people, and the most service-oriented partner for our customers.

We are currently seeking a customer-focused and technically capable Service Support Analyst to join our IT team based at our Dandenong South Distribution Centre. Reporting to the Service Delivery Team Leader, you will be the primary IT support contact for our warehouse operations, ensuring critical technology systems remain operational and delivering exceptional service to users. In addition to supporting our warehouse teams, you will also play an important role in servicing the wider business through the IT Service Desk, responding to incidents and requests from users across multiple locations and business functions.

This role is ideal for an IT graduate or someone with 1-2 years' experience in a service-oriented IT support environment who is looking to develop their technical skills, build robust business relationships and gain exposure to a broad range of technologies within a global organisation.

What you will do:

Be the first point of contact for warehouse users seeking IT support or experiencing service disruptions.

Provide support via phone, chat, self-service portal, remote support tools and other support channels.

Troubleshoot and resolve first-level incidents and service requests within agreed service levels.

Ensure warehouse technology systems and applications remain operational and available to users.

Maintain accurate records of incidents, requests, assets and support activities through ServiceNow.

Contribute to knowledge management by creating and maintaining support documentation and knowledge articles.

Partner closely with warehouse teams and stakeholders to support business operations and continuous improvement initiatives.





Assist with routine maintenance tasks, IT safety checks, equipment organisation and cable management.

Contribute ideas and initiatives that improve IT support services and user experience.

What you will bring:

Previous experience in an IT support, Service Desk or customer service-focused technical role.

Strong customer service skills with a genuine desire to help users and solve problems.

Technical capability to support end-user devices and provide first-level application support.

Excellent verbal and written communication skills.

Ability to build effective working relationships with stakeholders at all levels.

Strong organisational skills and attention to detail.

Ability to work autonomously while remaining an active contributor to a broader team.

Exposure to a Windows environment.

ITIL Foundation certification and/or ServiceNow experience will be highly regarded but not essential.

Exposure to Mac environments is advantageous but not essential.

Demonstrate creativity and innovation

Why Penguin Random House?

At Penguin Random House, our iconic Penguin logo stands as a symbol of quality, passion and accessibility. These principles are deeply embedded in our work and environment, driving us to create a lifelong love of reading for everyone.

We are proud to publish the world’s favourite books from the world’s favourite authors. Our collaborative, innovative and creative culture is guided by our core values: Discover, Respect, Excite and Share. Join us in our journey to entertain, educate and inspire through the power of storytelling.

Some of the benefits we offer:

- Paid Parental leave + return to work bonus
- Ongoing Learning and Development
- A supportive and inclusive company culture that values diversity and fosters growth.
- Safety and wellbeing program
- Employee benefits program (great retail discounts, novated leasing, salary sacrifice, wellbeing)

All applicants must include a cover letter which outlines your suitability to the role. Please note, due to the large volume of applications only shortlisted candidates will be contacted.

📌 Service Support Analyst (City of Greater Dandenong)
🏢 Penguin Random House
📍 City of Greater Dandenong