IT Service Desk Analyst

2 weeks ago

ClujNapoca, Cluj, Romania OpenText Full time 15,000 - 30,000 per year

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

Your Impact
Join us as a
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 APAC region, with working hours from 5:00 a.m. to 2:00 p.m. (Romania time).

What The Role Offers

  • Troubleshooting technical issues for remote users over the phone
  • Use of ticketing tools (ex. Zendesk, ServiceNow, Jira etc.)
  • Configuring and troubleshooting Microsoft 365 services
  • Performing initial hardware assessments on site and troubleshooting
  • Troubleshooting user's account and identity management issues
  • Providing remote support for mobile devices
  • Escalating issues efficiently and appropriately
  • Documenting issues accurately for tracking and escalation
  • Following established procedures and team policies

What You Need To Succeed

  • around 2 years' experience in a technical/ IT support position
  • Strong 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 English
  • Independent problem-solving and decision-making abilities
  • Ability to work both individually and as part of a global team
  • Proficiency with both macOS and Windows operating systems, software, and hardware
  • Experience working with Active Directory, Entra ID (Azure AD), Intune, and Azure services
  • Experience troubleshooting technical service requests across computers, smartphones/tablets, and enterprise applications/systems
  • Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment
  • Capacity to thrive in a challenging, real-time environment with quick troubleshooting capabilities

One Last Thing
OpenText 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 Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

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