IT Service Desk Analyst (Technical Support - EMEA)

Opentext - The Information CompanyOpenText 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 that AI can't replace to help us shape the future of information management. Join us.Your ImpactJoin us as an IT Service Desk Analyst in the Telecom Services team. In this role, you will provide technical support over the phone, ensuring consistent, high-quality customer service across the organization. You will also play a key role in delivering white-glove support for executives and events.This role requires coverage for the EMEA region, with working hours from 8:00 a.m. to 5:00 p.m. / 9:00 a.m. to 6:00 p.m. (Romania time)What The Role OffersTroubleshooting technical issues for remote users over the phoneUse of ticketing tools (ex. Zendesk, ServiceNow, etc.)Configuring and troubleshooting Microsoft 365 servicesPerforming initial hardware assessments onsite and troubleshootingTroubleshooting user’s account and identity management issues Providing remote support for mobile devicesEscalating issues efficiently and appropriatelyDocumenting issues accurately for tracking and escalationFollowing established procedures and team policiesWhat You Need To Succeedaround 2 years’ experience in a technical/ IT support positionStrong customer service orientation and interpersonal skills (able to explain and interpret issues for users who may not know how to express what’s wrong)Excellent communication skills (written and verbal) in both Romanian and EnglishIndependent problem-solving and decision-making abilitiesAbility to work both individually and as part of a global teamProficiency with both macOS and Windows operating systems, software, and hardwareExperience working with Active Directory, Entra ID (Azure AD), Intune, and Azure services Experience troubleshooting technical service requests across computers, smartphones/tablets, and enterprise applications/systemsStrong organizational skills with the ability to prioritize multiple tasks in a fast-paced environmentCapacity to thrive in a challenging, real-time environment with quick troubleshooting capabilitiesOne Last ThingOpenText is more than just a corporation; it’s a global community where trust is foundational, the bar is raised, and outcomes are owned. This is your opportunity to be part of something bigger - helping us shape the future of information management.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.If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.