sr. service desk AnalystOpenText

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.
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Bringing structure to the unstructured by unleashing the power of information
and business solutions allow organizations to take full advantage of enterprise information to gain better business insight, capitalize on opportunities to positively impact the business, improve process velocity, reduce risks related to information governance, and protect sensitive information and intellectual property from internal leaks and external threats. With growing volumes and a host of formats to manage and leverage, organizations need to bring structure to the unstructured. By doing so, they will be unleashing the power of information to drive faster decision making, improved agility, strong security policies, and an increased ability to both exploit the opportunities and control the risks of enterprise information. OpenText provides solutions across the entire range of core - sophisticated, secure, high-value, and cost-effective - onsite, via mobile devices, private cloud, or in the cloud.
What is the role?
The IT Technical Support Representative provides first-line support to OpenText employees ensuring delivery of consistent quality customer service across the organization. You will assist users, including a large number of home office and remote employees, with the efficient and effective use of desktop applications and systems. This is a fantastic opportunity to develop your experience in a customer focused environment and will suit someone with a genuine passion for technology and solving problems.
What you will be doing
Help Desk support at the 1st & 2nd levels of the problem resolution process
Receive employee questions via phone, instant messaging, email and ticketing system.
Respond to employee questions regarding technology (computers, printers, copy machines, audio/visual equipment, mobile devices)
Ensure hotline calls are answered or voicemails responded to.
Assist with the continuous improvement of support methods for remote employees in order to uphold high levels of customer service across the organization
Ensure that end-users are notified of new techniques, time-saving tools, and other tips/info
Support of Active Directory as well as setup & administration of user accounts for all internal services (email, VPN, intranet sites)
Record incident reports of significant and recurring problems in order to track the corrective action process
Procurement, setup & configuration, and disposal of equipment for employees as needed
Major Incident Management. Act as an Incident Manager on a rotating "on-duty" basis and ensure all major incidents are handled according to internal guiding processes (professional communications will be vital)
What does it take?
Demonstrable customer service/IT experience
Proven skills supporting a highly distributed and mobile customer environment
Technical competence in MS Office and Windows 10 products
Experience with Active Directory and Outlook
Experience supporting iPhones and other handheld devices
Capable of handling a challenging, real-time environment
Excellent communications, interpersonal, and team-building skills
Additional qualifications:
Diploma/degree in Computer Science, Information Technology, or related field, or equivalent in experience.
ITIL training and related experience are good to have
Microsoft certifications are definite assets
for more information about OpenText and OpenText career opportunities.
OpenText is an equal opportunity employer that hires and attracts talent regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex, age, veteran status, or sexual orientation. At OpenText we acknowledge, value and respect diversity. We draw on diversity of thought and experience to reflect the rich array of cultures representing our broad global customer base.
As a technology company, we can only be as good as the people who are part of our team. To that end, we seek talent with diversity of life experiences and perspectives from around the world!
If you are contacted regarding this position, please advise the interview coordinator of accommodation measures you may require during our selection process. Information received relating to accommodation needs of applicants will be addressed confidentially.
OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. Should you require accommodations during the selection process, please contact .
Subject to applicable laws and regulations, OpenText's global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.
OPENTEXT - THE INFORMATION COMPANY
Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless.
From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.
It's our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance.
Perks
If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards.
Benefits
Our employee programs prioritize employees' well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer.
Social events
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.
Corporate Citizenship
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.
Explore your career and potential. Become an OpenText Navigator.
OpenText

Makati City, Metro Manila
Permanent
Full-time