Sr. Service Desk Analyst

OPENTEXT - THE INFORMATION COMPANY

Together Carbonite and Webroot form the SMB and Consumer Division of OpenText. The mission of our joint offering is to make cyber resilience simple, reliable and accessible in the connected world. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit and our employees are empowered and encouraged to build their careers at OpenText.

The opportunity:

This position provides hands-on technical support, addressing all problems ensuring delivery of consistent, quality customer service across the organization including Executive office and Customer Briefing Centers. This position also focuses on building, maintaining, and enhancing customer relationships to help understand the needs of staff and position both team and departmental response. 
 

You are great at:

• Providing support to executive level staff and for company-sponsored events
• Owning and managing problems and issues from start to finish
• Managing tasks and resources relating to projects and service support tickets
• Delivering clear and concise support documentation, identifying areas of inefficiency and recommending changes

• Critical Thinking: Identifying risk and problems and recommending solutions into complex situations

• Creativity: Providing ideas and suggestions clearly and concisely

• Building Relationships: Building networks with people in your and other business areas and work together to deliver results

• Regularly reporting the ongoing status of projects and activities as assigned

• Effectively communicating, managing, and escalating of issues
• Providing End-user training (virtual and in-person where necessary) to ensure IT processes and expectations are communicated and met

• Processing of user account creation / modifications & terminations for various systems
• Deploying and recovering of desktops and laptops and ordering of IT equipment and peripherals
 

What it takes:

• Customer service orientation and interpersonal skills
• English communication skills, both written and verbal
• Ability to interface confidently with executive and external customers
• Strong independent problem solving and decision-making abilities
• Ability to work individually as well as contribute in a global team environment
• Proficient with both MAC and all Windows operating system software and hardware
• Advanced troubleshooting for all types of technical service requests and issues involving computers, network, all smartphones / tablets, AV systems, enterprise applications / systems
• Organized with an ability to prioritize multiple projects and tasks in a fast paced environment
• Capable of handling a challenging, real-time environment with strong and quick troubleshooting capabilities

• Major Incident Management.  Act as an Incident Manager on a rotating “on-duty” basis and ensure all major incidents are handled according to internal guiding processes (professional communications will be vital).

• Standard 40-hour work week with regular business hours of 8:30am– 5:00pm EST
• There may be a requirement to manage email outside of business hours for business needs
• After-hours work may be necessary due to schedules, deadlines and / or reliability issues
• Minimal travel may be required

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.