Sr. Service Desk Analyst

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 

Senior IT Service Desk Analyst

Bringing structure to the unstructured by unleashing the power of information

OpenText Enterprise Information Management (EIM) technologies and business solutions allow organizations to take full advantage of enterprise information to gain better business insight, capitalize on opportunities to positively impact the business, improve process velocity, reduce risks related to information governance, and protect sensitive information and intellectual property from internal leaks and external threats. With growing volumes and a host of formats to manage and leverage, organizations need to bring structure to the unstructured. By doing so, they will be unleashing the power of information to drive faster decision making, improved agility, strong security policies, and an increased ability to both exploit the opportunities and control the risks of enterprise information. OpenText provides solutions across the entire range of core EIM capabilities – sophisticated, secure, high-value, and cost-effective – onsite, via mobile devices, private cloud, or in the cloud.

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 a large number of 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
•    Service Desk analyst support 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 in order 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 in order to track the corrective action process
•    Procurement, setup & configuration, and disposal of equipment for employees as needed
•    Position Requirements
•    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).

What It Takes
•    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 smartphones and other handheld devices
•    Capable of handling a challenging, real-time environment
•    Excellent communications, interpersonal, and team-building skills
•    Diploma/degree in Computer Science, Information Technology, or related field, or equivalent in experience.
•    ITIL training and related experience are good to have
•    Microsoft certifications 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.