Service Desk Analyst at OpenText

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 are hiring talent AI can't replace to help us shape the future of information management. Join us.

Your Impact

This position provides on the phone technical support, addressing all problems ensuring delivery of consistent, quality customer service across the organization. This position also involves a white glove service for executives and events.What the role offers:

• On the phone communication and direction
• People skills in explaining and interpreting issues from users that may not know how to express what is wrong
• Troubleshooting issues with a user over the phone when they are remote
• Office product configuration and troubleshooting
• Front line hardware assessment and troubleshooting
• Communicating with a team
• Efficient and appropriate escalation of issues
• Recording and reporting issues with proper documentation for escalation
• Following procedures and policies laid out for the team
• Troubleshooting mobile devices remotely

What you need to succeed

• Customer service orientation and interpersonal skills
• English communication skills, both written and verbal
• Strong independent problem solving and decision-making abilities
• Ability to work individually as well as contribute to a global team environment
• Proficient with both MAC and all Windows operating system software and hardware
• troubleshooting for all types of technical service requests and issues involving computers, all smartphones / tablets, enterprise applications / systems
• Organized with an ability to prioritize multiple tasks in a fast-paced environment
• Capable of handling a challenging, real-time environment with strong and quick troubleshooting capabilities

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. Join us on our mission to drive positive change through privacy, technology, and collaboration. At OpenText, we don't just have a culture; we have character

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in ourEqual Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, 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 [email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on ourWhy Join Us page. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range: 56500 - 84700 CAD per annum; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.