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:

The IT Service Desk Analyst provides first-line support to OpenText employees ensuring delivery of consistent quality customer service across the organization. You will assist users, including home office and remote employees, with the efficient and effective use of desktop applications and systems. This is a fantastic opportunity to develop your experience in a customer focused environment and will suit someone with a genuine passion for technology and solving problems.

You are great at:

• Acting 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).
• Supports at the 1st & 2nd levels of the problem resolution process.
• Receive employee questions via phone, instant messaging, email, and ticketing system.
• Respond to employee questions regarding technology (computers, printers, copy machines, audio/visual equipment, mobile devices).
• Ensure hotline calls are answered or voicemails responded to.
• Assist with the continuous improvement of support methods for remote employees to uphold high levels of customer service across the organization.
• Ensure that end-users are notified of new techniques, time-saving tools, and other tips/info.
• Support of Active Directory as well as setup & administration of user accounts for all internal services (email, VPN, intranet sites).
• Record incident reports of significant and recurring problems to track the corrective action process.
• Procurement, setup & configuration, and disposal of equipment for employees as needed.

What it takes:

• Degree in Computer Science, Information Technology, or related field, or equivalent in experience.
• Demonstrable customer service/IT experience.
• Proven skills supporting a highly distributed and mobile customer environment.
• Technical competence in MS Office and Windows 10 products.
• Experience with Active Directory and Outlook.
• Experience supporting iPhones and other handheld devices.
• Excellent communications, interpersonal, and team-building skills.
• Attained trainings and alike such as ITIL, Microsoft certifications, etc. are definite assets.

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com).
 

Subject to applicable laws and regulations, OpenText’s Global Vaccination Policy requires all employees to be fully vaccinated against COVID-19 in order to enter an OpenText office. Accommodations may be available for specific roles.