Help Desk Support Analyst

Company Overview

FYB helps people and organizations grow by combining deep domain expertise, modern technology, and strong customer care. The company is guided by innovation, teamwork, transparency, accountability, and integrity, with a culture that encourages colleagues to back one another in reaching shared outcomes.

Role Summary

This full-time remote position is focused on delivering technical support for customers using OpenText Content Manager (TRIM). The Help Desk Support Analyst will handle support requests across different levels of complexity, work through issues step by step using FYB’s internal knowledge resources and systems, and ensure users receive clear, practical assistance.

Key Duties

• Respond to incoming support tickets and provide assistance to users experiencing technical issues.
• Walk customers through solutions using documented procedures, internal knowledge resources, and support tools.
• Record incidents accurately in the help desk system and keep case notes up to date.
• Escalate more complex matters to higher support tiers when needed.
• Contribute new or improved content to the knowledge base.
• Help refine support workflows and continuous improvement efforts.
• Deliver service that reflects a customer-first approach and FYB’s support standards.

Experience and Qualifications

The role requires hands-on experience with OpenText Content Manager (TRIM), ideally from a support setting or from work as a records and information practitioner. A background in IT support or a related position is expected, and professional certifications in the field are considered an advantage.

Applicants should be confident in technical troubleshooting, help desk processes, and analytical problem-solving. Strong written and verbal communication is important, along with the ability to support users with different levels of technical knowledge. The ideal candidate can work independently in a remote setup, manage competing priorities, and stay organized while handling multiple tasks.

Experience with ticketing platforms, remote support tools, and sound documentation practices will be helpful.

Benefits

• Fully remote working arrangement.
• Up to 5 extra paid leave days each year, including birthday leave, three community service days, and support for the Christmas shutdown.
• Optional paid overtime and time in lieu when workload allows.
• Option to salary sacrifice into superannuation.
• Tuition reimbursement support program.
• Access to online learning platforms.
• Paid subscriptions to leading AI models to support daily work and innovation.