The IT Service Desk Analyst 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 :
Service Desk analyst 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 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 to track the corrective action process
Procurement, setup & configuration, and disposal of equipment for employees as needed
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 smartphones and other handheld devices
Capable of handling a challenging, real-time environment
Excellent communications, interpersonal, and team-building skills
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
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.