IT Service Desk Analyst

Ref#: 19199

Function: IT

Location: Brazil, Sao Paulo

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OPENTEXT - THE INFORMATION COMPANY

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. 
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The opportunity:

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.

You are great at:

• Managing the whole lifecycle of a support case for our employees
• 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
• Participating in IT/Facilities project as required
• Contributing 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

What it takes:

• Customer service orientation and interpersonal skills with the ability to interface confidently with executive and external customers
• Excellent English communication skills, both written and verbal
• Strong Windows 10 and Office 365 knowledge and troubleshooting skills
• Certification or good understanding of ITIL Foundations
• Skills supporting a highly distributed and mobile customer environment
• 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
• Organized with an ability to manage and prioritize multiple projects and team responsibilities in a fast-paced environment

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

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