Service Desk Analyst

OPENTEXT
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.

YOUR IMPACT
This position provides on-site technical support, addressing all problems and ensuring consistent, quality customer service across the organization. This position also participates in white glove service for executives and events

WHAT THE ROLE OFFERS

• You will be responsible for supporting and enhancing the IT experience for our Executive Staff (CEO, ELT)

• We value individuals who prioritize customer satisfaction, continuously seek improvement, and are dedicated to empowering users with IT knowledge and tools.

• Offer both onsite and remote support to users in Menlo Park, focusing on Executives and their Assistants daily.
• People skills in explaining and interpreting issues from users who may not know how to express what is wrong
• Periodically apprise management on the status of Global Executives, including prevalent issues and ticket trends
• Office product configuration and troubleshooting
• Front-line hardware assessment and troubleshooting, efficient and appropriate escalation of issues
• Recording and reporting issues with proper documentation for escalation
• Following procedures and policies laid out for the team and Troubleshooting mobile devices remotely

WHAT YOU NEED TO SUCCEED
• Strong English communication, 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
• Standard 40-hour work week with a variable shift that will range between 8 am and 6 pm

We are paying a minimum of 78,000 USD for this role.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal 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 at h[email protected]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.