IT Service Desk Analyst

Ref#: 25739

Function: IT

Location: Canada, ON, Richmond Hill

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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:

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
• Deliver coaching/training and support to our first level team globally
• 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
• Participate in IT/Facilities project as required
• Event support for company-sponsored events
• Contribute 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
• Managing multiple incidents and advanced system/administration access to monitoring systems and servers

What it takes:

Skills & Knowledge
• Customer service orientation and interpersonal skills
• English communication skills, both written and verbal
• Skills supporting a highly distributed and mobile customer environment
• 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– 5:00 pm 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 sex, national origin, disability or race. If you require accommodation at any time during the recruitment process please email

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