Help Desk Support Analyst

Company Description FYB is dedicated to empowering individuals and organizations through industry-leading expertise, best-in-class technology, and exceptional customer support. FYB’s culture is based on our key values of innovation, teamwork, transparency, accountability and integrity - encouraging team members to support one another to achieve shared goals.

Role Description: The Help Desk Support Analyst is a full-time remote role responsible for providing all levels of technical assistance to our customers in their use of OpenText Content Manager (TRIM).

In this position, the analyst will respond to support tickets, and guide users through step-by-step solutions using FYB's extensive knowledge-base, documented expertise, and best in class systems and technology. The role includes documenting incidents, maintaining accurate records in the help desk system, and escalating complex problems to higher-level support when necessary. The analyst will also contribute to knowledge base articles, support continuous improvement of support processes, and deliver customer-focused service aligned with FYB’s commitment to exceptional support.

Qualifications and Experience

• Direct Experience with OpenText Content Manager (TRIM) is REQUIRED for this role, ideally in a similar support environment, or potentially as a records and information practitioner.
• Candidates should possess strong Technical Support and Help Desk Support skills for troubleshooting and resolving user issues, as well as solid Analytical Skills to diagnose problems, identify root causes, and recommend effective solutions.
• Candidates should possess excellent Customer Support skills, with the ability to communicate clearly, manage expectations, and maintain a professional, service-oriented approach.
• Relevant experience in IT support or a similar role; industry certifications are beneficial.
• Ability to work independently in a remote environment, manage workload, and prioritize multiple tasks effectively.
• Strong written and verbal communication skills and comfort interacting with users of varying technical levels.
• Familiarity with ticketing systems, remote support tools, and documentation best practices is an advantage.

FYB Benefits

In addition to a fully remote work environment, this role will benefit from up to 5 days of additional paid leave per annum (birthday, 3x community service and Xmas shutdown support); optional paid overtime and time in lieu when workload provides the opportunity; optional salary sacrifice to Superannuation; a Tuition Reimbursement Support Program; Online Learning Platforms; and paid subscriptions to the latest AI models to support your work and innovation contributions.