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Service Desk Analyst

Req id:  31323

Reading, GB



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.  



Service Desk Analyst based in our office in Reading


Provide first and second level support to employees, ensuring delivery of consistent quality and customer service across the organization. Assist office-based and virtual staff, with efficient and effective use of desktop applications and enterprise systems / applications.

Primary Responsibilities

  • Managing the whole lifecycle of a support case for our employees
  • Supporting both remote and office-based staff via phone and ticketing system
  • Troubleshooting of complex tickets including escalation to subject matter experts
  • Provide executive level support for executive leadership team members
  • Advanced troubleshooting for all types of technical inquiries, service requests and issues involving computers, network, smartphones / tablets, AV systems, enterprise applications / systems 
  • Deployment and recovery of desktops and laptops and ordering of IT equipment and peripherals
  • Delivery of clear and concise support documentation and training for team members
  • Participate in IT/Facilities project as required
  • Event support for company sponsored events
  • Contribute to team innovation through ideas for process improvement and efficiency
  • Managing multiple incidents and advanced system/administration access to monitoring systems and servers 
  • Deliver coaching/training and support to our first level team globally
  • 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).
  • Processing of user account creation / modifications & terminations for various systems


Skills & Knowledge

  • Customer service orientation and interpersonal skills
  • English communication skills, both written and verbal
  • Skills supporting a highly distributed and mobile customer environment
  • Ability to interact confidently with executive and external customers
  • Strong problem solving and decision-making abilities 
  • Ability to work individually as well as contribute to a global team environment
  • Advanced troubleshooting for all types of technical service requests and issues involving computers, network, all smartphones / tablets, AV systems, enterprise applications / systems
  • Proficient with both Mac and all Windows operating systems, software and hardware
  • Capable of handling a challenging, real-time environment with strong troubleshooting skills
  • Organised with an ability to manage and prioritise multiple projects and team responsibilities in a fast paced environment


Work Environment

  • Standard 37.5 hour work week with regular business hours of 8:30am– 5:00pm 
  • 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
  • Participate in the 24 x 7 on-call schedule rotation
  • Minimal travel may be required



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


Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and potential. Become an OpenText Navigator.

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