OpenText Corp. IT Service Desk Analyst in Makati City, Philippines

IT Service Desk Analyst

Ref#: 17990

Function: IT

Location: Philippines, Makati City


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.

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 ticket lifecycle of a support case for internal employees• 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• 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

What it takes:

• Customer service orientation and interpersonal skills• English communication skills, both written and verbal• Ability to interface confidently with executive and external customers• Strong problem solving and decision-making abilities• Ability to work individually as well as contribute in a global team environment• Troubleshooting for all types of technical service requests and issues involving computers, network, all smartphones / tablets, AV systems, enterprise applications / systems• MAC and all Windows operating system software and hardware experience• Capable of handling a challenging, real-time environment with strong and quick troubleshooting capabilities• Organized with the ability to manage and prioritize multiple tasks and team responsibilities• Should be amenable to work night shift (9PM MNL time onwards)

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.