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Sr. Service Desk Analyst

Req id:  37687

Shanghai, SH, CN



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
  • Provide executive level support for executive leadership team members where required
  • 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
  • Participate in IT/Facilities project as required
  • Event support for company sponsored events as required
  • Contribute to team innovation through ideas for process improvement and efficiency
  • 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

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 interface confidently with executive and external customers
  • Strong problem solving and decision-making abilities; independently
  • Ability to work individually as well as contribute to a global team environment
  • Advanced troubleshooting and technical knowledge of systems including but not limited to: Windows 10/11, MAC OS, Active Directory, SCCM, INTUNE, JAMF, WorkspaceOne, Android/iPhone, Cisco, Microsoft Products (Office 365, WIN 365, TEAMS, etc.)
  • 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
  • After-hours work may be necessary due to schedules, deadlines and / or reliability issues
  • 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. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at

We believe that our values are the compass that steers us in the right direction and helps us stay true to our mission. These values will not only guide our everyday decisions but also influence our strategic direction and the way we work. They reflect who we are as individuals and as a collective force, uniting us in our shared purpose. 

We create economic growth that is inclusive and sustainable. 

The world’s most trusted companies trust OpenText, and we demonstrate this in our actions as individuals, as a company, and as technology. 

We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems. 

We set high standards and exceptions, to learn, to be better. 

We tap into our creativity to deliver incredible experiences for customers, to ourselves, and for our planet. 

We believe a workplace should be human above all else. We ask excellence of our employees and reward it by creating an environment that is welcoming, challenging and that encourages real growth and development, not empty platitudes, or trinkets.” - Mark Barrenechea, CEO & CTO

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