In this position, you will be responsible for accepting all user issues via calls, voicemail and electronic forms while supporting all IT issues through diagnosis, investigation and resolution.

You will respond to escalation requests and ensure customer satisfaction in a highly customer-focused, high-volume environment. Internal service levels require a high level of first contact problem resolution and accurate routing of trouble tickets to the next level of support.

Additional Job Description

Responsibilities:

Requests using the incident management and request handling processes. Issues include password resets, computer hardware and software errors, usage queries, network connectivity issues, application crashes, telephony issues, logical and physical access permissions, wireless network connectivity failures, malware issues, VDI issues, handheld issues, and other computer related issues.

Interacts with call center agents, office staff, and remote and home-based workers via calls, chats, and electronic forms regarding IT issues and queries.

Records interactions in the ticketing system ensuring accurate and complete profiling of tickets, logs and resolution details.

Troubleshoots and identifies technical issues, diagnoses error messages, determines causes, and provides resolution or escalates to appropriate support team.

Tracks and monitors the status of issues to ensure appropriate follow-up and resolution.

Take ownership of user issues and track status on behalf of the user and communicate progress in a timely manner.

Responds to escalation requests and notifies management as needed. Informs level 2 and 3 support of incidents affecting the service interruption.

Ensures issues are accepted into target levels. Escalation if ticket is not accepted or resolved by support groups within targeted SLAs.

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.

Requirements:

3-4 years of troubleshooting experience (hardware and software), demonstrated understanding of Service Desk and service delivery, and ability to learn and master new applications

Demonstrated management and problem solving skills

Ability to handle multiple tasks simultaneously in a fast-paced environment

Ability to optimize tasks and processes.

Proactivity

Must be a team player

A+/N+ certifications are strongly desired

Working knowledge of Active Directory, MS Exchange, Office365, Azure

Working knowledge of printer issues (remote assistance)

Solid knowledge of end-user devices: phones (Android, IOS), Win10, MacOS, tablets

Good knowledge of TCP/IP networks

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International 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 International, 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