IT Service Desk Analyst

Ref#: 16365

Function: IT

Location: Russia, St. Petersburg

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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. 


The Opportunity: 

Provide first 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 the efficient and effective use of desktop applications and enterprise systems / applications.

Primary Duties

First point of contact to our employees for the whole lifecycle of a support case 
Support of office based or virtual staff via phone and ticketing system
Troubleshooting of tickets including escalation to subject matter experts
Support and troubleshooting for all types of technical inquiries, service requests and issues  involving computers, network, printers, AV equipment, smartphones / tablets
Maintenance of content within systems / applications such as Active Directory, Exchange, Linux/UNIX, phone systems and networking (DNS/DHCP)
Processing of user account creation / modifications & terminations for various systems
Assist first level team with deployment and recovery of desktops and laptops
Delivery of clear and concise support documentation 
Assist with or manage IT projects as required

You are great at: 

Experience in an IT environment with strong customer service skills
Technically competent with Microsoft (Office, Windows, Windows Servers) and MAC OS knowledge
Knowledge of smartphone / tablet software and hardware
Excellent verbal and written communication skills (English)
Strong problem solving and decision making abilities 
Ability to handle and prioritize multiple tasks
Ability to work individually as well as contribute in a global team environment
Capable of working in a continuously changing environment and handling stressful situations

Academic

The position requires a Bachelor’s degree, College diploma or equivalent experience.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job
Contribute to team innovation goals through ideas for process improvement and efficiency
Ability to expand a variety of skill sets
Monitoring of critical services and quick response to all outage situations
After hours work may be necessary due to schedules, deadlines and / or reliability issues
Participate in the 24 x 7 on-call schedule rotation

What it takes:


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

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