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. 

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.

The Opportunity:

The IT Technical Support Representative 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:

• Help Desk 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
• Participate in managing IT peripheral assets
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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 iPhones and other handheld devices
• Capable of handling a challenging, real-time environment
• Excellent communications, interpersonal, and team-building skills

Additional qualifications:

• 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. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at 1-800-499-6544.