Service Desk Analyst

Requirements

Description and Requirements

• Required experience: At least two years of IT technical support or service desk experience
  
  
  

Additional Job Description

Job Description

Service Desk Position Summary

• Provide first-level IT support to team members and handle the resulting incidents or service requests using the incident management and request fulfillment processes.
• Problems include password resets, computer hardware and software errors, usage queries, network connectivity issues, application outages, telephony problems, logical and physical access permissions, wireless network connectivity failures, malware problems, VDI issues, handheld problems, and other IT related issues.
• Functional
• Responsibilities: Interacts with call center agents, office staff, and remote and home workers via calls, chat, and electronic form, regarding IT issues and queries. Records interactions into the ticketing system ensuring accurate and complete ticket profiling, logs, and resolution details.
• Troubleshoots and identifies technical problems, diagnoses error messages, determines causes, and either provides resolution or escalates to the proper support team. Tracks and monitors the status of issues to ensure proper follow-up and resolution.
• Take ownership of user problems and follow up the status on behalf of the user and communicate progress in a timely manner.
• Responds to escalation requests and notify management as required. Informs Tier 2 and Tier 3 support of incidents affecting service interruption.
• Ensures problems are accepted within targeted levels. Escalates if the ticket is not accepted or resolved by support groups within targeted SLA’s.
• Maintains a high degree of customer service for all support queries and adheres to all service management principles. Contributes to the improvement of processes and knowledge base.
• Required experience: At least two years of IT technical support or service desk experience
  
  
  

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.