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Service Desk Analyst

Req id:  5377

Sao Paulo, São Paulo, BR



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. 



Provide first and second level support to employees, ensuring delivery of consistent quality and customer service across the organization. Assist office based employees as well as 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
  • Deliver coaching/training and support to our first level team globally
  • Tracking both virtual and office-based staff via phone and ticketing system
  • Troubleshooting of complex tickets including escalation to subject matter experts
  • Processing of user account creation / modifications & terminations for various 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
  • Serve as liaison between local vendors and non-Portuguese speaking staff
  • Participate in IT/Facilities project as required
  • Event support for company sponsored events
  • Contribute to team innovation through ideas for process improvement and efficiency
  • Advanced troubleshooting for all types of technical inquiries, service requests and issues involving computers, network, smartphones / tablets, AV systems, enterprise applications / systems
  • Managing multiple incidents and advanced system/administration access to monitoring systems and servers
  • 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).

Skills & Knowledge

  • Customer service orientation and interpersonal skills
  • English communication skills, both written and verbal
  • Portuguese communication skills, both written and verbal
  • Skills supporting a highly distributed and mobile customer environment
  • Ability to interface confidently with executive and external customers
  • Strong problem solving and decision making abilities; independently
  • Ability to work individually as well as contribute in 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 system software and hardware
  • Capable of handling a challenging, real-time environment with strong and quick troubleshooting capabilities
  • Organized with an ability to manage and prioritize multiple projects and team responsibilities in a fast paced environment

Work Environment

  • 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. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA)Equal Employment Opportunity  and Employee Polygraph Protection Act


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 your potential. Become an OpenText Voyager.

Apply now »