Service Desk Analyst

OPENTEXT

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

Description

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
Deploy and recover laptops, mobile devices and end user peripherals
Order IT equipment and peripherals
Troubleshoot complex tickets including escalation to subject matter experts
Provide technical support to onsite employees
Track both virtual and office-based staff via phone and ticketing system
Maintain local inventory/stock count
Manage lifecycle of a support case for our employees
Manage local end user device disposal (E-Waste), including Vendor/Service provider logistics
Process user account creation / modifications & terminations for various systems
Deliver clear and concise support documentation and training for team members where required
Troubleshoot various types of technical inquiries, service requests and issues involving computers, network, smartphones / tablets, AV systems, enterprise applications / 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 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

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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 [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.