Associate Service Desk Analyst

OpenText; Waterloo; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company in information management, OpenText is seeking an Associate Service Desk Analyst to enhance customer support and troubleshooting efforts. The role involves managing technical inquiries, resolving issues to ensure customer satisfaction, and supporting cybersecurity practices. Candidates should have a background in IT support and a proactive approach to learning within a collaborative environment.

Benefits

Proactive approach to diversity and inclusion

Strong training and support system

Qualifications

• 2-4 years' experience supporting Windows, Mac OS, and web applications.
• Demonstrated leadership capability in cross-functional environments.
• Ability to perform intrusion detection on network and applications.

Responsibilities

• Provide advanced troubleshooting for technical issues via phone and email.
• Assist in managing multiple customer cases to ensure satisfaction.
• Document assistance sessions and identify solutions based on trends.

Skills

Customer Satisfaction

Troubleshooting

Technical Communication

Cybersecurity Awareness

Interpersonal Skills

Education

BS or BA degree in a computer related field

Cybersecurity focused certifications (CompTia A+, CySA+, Pentest+)

Tools

Microsoft Windows Operating Systems

Microsoft Office

Job description

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

YOUR IMAPACT

As an Associate Service Desk Analyst, you will take the knowledge and experience you have gained to resolve difficult customer and partner issues and contribute to the overall growth of the business. With great training, effective leadership, smart processes, timely communication, regular coaching, and a strong support system you will be spared no effort in your pursuit of continued success. You will:

• Achieve high levels of customer satisfaction when responding to customer requests via phone or email
• Troubleshoot technical issues with the tools and skills provided after product training, this may include direct connection to customer systems
• Actively investigate mission-critical security incident alerts and escalate appropriately while recommending cybersecurity best practices that affect our customers
• Ensure customers have the best product that suits their needs
• Participate in the content creation lifecycle for support documentation

We are looking for people who are interested in continued growth in their technology career with OpenText. An ideal candidate will invest in this job as the true career opportunity it is. A successful Associate Service Desk Analyst is a self-starter, who can navigate difficult situations and conversations with a professional attitude and seeks opportunities to improve the customer experiences we provide.

WHAT THE ROLE OFFERS:

• Assist customers with live and deferred transactions via phone and email with technical support inquiries.
• Provide advanced troubleshooting on issues including but not limited to, missing data and advanced technical issues.
• Learn the technical architecture of OpenText products.
• Work independently to solve customer issues and own case work by diagnosing, troubleshooting, and resolving software, application, hardware, data transport, and network issues related to service and product offerings.
• Manage multiple customer cases simultaneously, ensure all case-related information and activities are accurately documented, and provide timely progress updates to customers and account managers to maintain service level agreements.
• Work with internal and external teams on technical escalations, bug and a feature request.
• Become trained to support additional products within the OpenText product suite
• Make business-critical decisions that help customers or partners understand proper data protection techniques to ensure full recovery when needed.
• Properly escalate cases to the appropriate teams as needed based on issue complexity and process documentation. Work closely with these teams to identify new trends/resolutions.
• Assist in the content creation/editing process for our Knowledge Bases by creating and editing content as necessary based on findings within your support interactions. This includes but is not limited to documenting new issues and solutions, editing existing content for clarity, and identifying content that is no longer relevant.
• Utilize existing systems to document assistance sessions that aid the business in identifying trends. Collaborate with other levels and Management as needed, to review data, identify solutions, and assist with implementation.
• Continued use of Support utilities (CRM, Customer Account Information, Knowledge Base, Training Materials, etc.) to think critically and resolve assigned customer interactions.
• Strive to achieve our established KPIs of Customer Satisfaction (CSAT) and Quality (Critical Error Accuracy).
• Remain current on internal alerts, training and process changes that are designed to prepare you for the evolving requirements of the role and current threat landscape.

WHAT YOU NEED TO SUCCEED:

• A track record of good judgment and decision-making in positions with significant responsibility.
• Ability to independently identify high value projects and drive them to completion.
• Demonstrated leadership capability in cross-functional team environments.
• High degree of comfort with complex technical environments.
• Having and being able to articulate/defend an informed opinion on important topics.

SKILLS & EXPERIENCE:

• Ideally 2-4 years' experience supporting Windows (Desktop and Server environments), Mac OS, desktop applications, networking, security, and web applications.
• BS or BA degree in a computer related field preferred with cybersecurity focused certifications (CompTia A+, CySA+, Pentest+) or a BS/BA in Cybersecurity. Equivalent work experience will be accepted in place of the education requirement.
• Must possess highly developed interpersonal and communication skills, and the ability to work with an extensive variety of customers.
• Must be able to perform network, application, and log intrusion detection.
• Knowledge of WAN and Network protocols (WINS, DNS, DHCP, TCP)
• Knowledge of cybersecurity concepts, threats and remediation tactics with a deep understanding of SOC, SIEM, EDR and MDR capabilities.
• Proficient with Microsoft Windows Operating Systems and Microsoft Office or compatible products.
• Excellent learning skills while striving to keep abreast of security trends: regulatory and operational.
• Ability to organize and manage multiple priorities.
• Demonstrable ability to define problems, gather data, establish facts, and draw valid conclusions.
• Must have excellent spoken and written communication skills.

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 [e-mail]. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.