IT Service Desk Analyst

Ref#: 22900

Function: IT

Location: US, GA, Alpharetta

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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. #LI-POST

The opportunity:

This position provides hands-on technical support, addressing all problems ensuring delivery of consistent, quality customer service across the organization including Executive office and Customer Briefing Centers. This position also requires leadership skills, ability to provide training and mentoring to team members in remote locations.

You are great at:

• Provide support to executive level staff
• Provide support for Customer Briefing Center
• Own and management of problems and issues from start to finish
• To act in a leadership role by providing training and mentoring
• Manage tasks and resources relating to projects and service support tickets
• Deliver clear and concise support documentation, identify areas of inefficiency and recommend changes
• Regularly report the ongoing status of projects and activity
• Effective communication, management and escalation of issues
• End-user training and follow-up to ensure that expectations are met
• Provide in-person onboarding/training to new high-level staff
• Monitoring of critical functions and quick response to Toronto office requirements
• Support company events when executive level staff are attending
• Processing of user account creation / modifications & terminations for various systems
• Deployment and recovery of desktops and laptops and ordering of IT equipment and peripherals

What it takes:

• Customer service orientation and interpersonal skills
• English communication skills, both written and verbal
• 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 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
• Capable of handling a challenging, real-time environment with strong and quick troubleshooting capabilities
• Organized with an ability to manage and prioritize multiple projects and team responsibilities in a fast-paced environment

Work Environment
• Standard 40-hour work week with regular business hours of 8:30am– 5:00pm EST
• There may be a requirement to manage email outside of business hours for business needs
• After-hours work may be necessary due to schedules, deadlines and/or reliability issues
• Participate in the 24 x 7 on-call schedule rotation
• Minimal travel may be required

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. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA), Equal Employment Opportunity  and Employee Polygraph Protection Act

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