Service Desk Analyst

OPENTEXT - THE INFORMATION COMPANY
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.

AI-First. Future-Driven. Human-Centered.
At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.

Job Summary:
This role provides remote technical support via phone, ensuring timely resolution of issues and delivering consistent, high-quality customer service across the organization. The position also includes providing premium support for executives and assisting during events.

Key Responsibilities:

• Deliver technical assistance and guidance over the phone to remote users.
• Communicate effectively to interpret and resolve issues, even when users are unsure how to describe the problem.
• Troubleshoot software and hardware issues, including Office applications and related configurations.
• Perform initial hardware assessments and basic troubleshooting.
• Collaborate and communicate with team members to ensure smooth operations.
• Escalate issues efficiently and appropriately following established procedures.
• Document and report incidents accurately for tracking and escalation purposes.
• Adhere to organizational policies and standard operating procedures.
• Provide remote troubleshooting for mobile devices and related technologies.
• Support executive-level users and assist during special events as needed.

Qualifications:

• Strong customer service orientation and interpersonal skills.
• Excellent English communication skills, both written and verbal.
• Demonstrated ability to solve problems independently and make sound decisions.
• Ability to work autonomously and as part of a global team.
• Proficiency in troubleshooting both macOS and Windows operating systems, as well as related hardware.
• Experience resolving technical issues involving computers, smartphones, tablets, and enterprise applications/systems.
• Highly organized with the ability to prioritize multiple tasks in a fast-paced environment.
• Capable of working effectively in real-time situations with strong troubleshooting skills.
• Availability for a standard 40-hour work week.
• Willingness to work in a hybrid arrangement (3 days per week onsite).

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 athr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.