About the role

The Service Desk Analyst II is a frontline professional responsible for providing technical assistance and support to our end-users within the organization. This position plays a critical role in maintaining the smooth operation of Telus International’s IT systems and ensuring that employees can effectively use technology to carry out their tasks. As a Service Desk analyst, you will be a part of a team dedicated to providing TELUS International colleagues with World Class IT support and service. This role will leverage various tools and systems to ensure timely identification and remediation of issues that can impact IT services.

Responsibilities:

Technical Support

• Respond to incoming requests and inquiries from end-users via various communication channels, such as phone, chat, or portal incidents. 

• Troubleshoot, analyze, diagnose, engage appropriate technical resources and/or resolve hardware, software, network, and other IT-related issues promptly and effectively.

• Operates independently to provide prompt and professional technical support through processing and prioritization of a variety of problems.

• Ensures that most raised issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and technical standards

• Serves as technical advisor and remote desktop support for system users with basic to advanced issues by resolving or conferring with the appropriate technical assignment groups

• Combine technical knowledge and ability to solve problems using enhanced people skills to provide an excellent support experience to our users

• Maintain and continue to develop in-depth knowledge of Information Technology products and services within the organization

• Adhere to security best practices and processes

• Support users during rotational shifts.

Incident Management

• Log all service requests and incidents in a ticketing system, tracking their progress until resolution. 

• Ensure that tickets are properly categorized, prioritized, and assigned to appropriate teams or individuals for further investigation and resolution

• Use our incident management system to prioritize incidents and manage the load in line with our Service and Service Levels

Customer Service

• Provide excellent customer service by being attentive, empathetic, and responsive to end-users' needs and concerns. 

• Maintain a positive and professional demeanor while interacting with users

Problem - solving

• Analyze recurring technical issues and identify root causes to prevent future occurrences. 

• Escalate complex or unresolved problems to higher-level support or specialized IT teams as required.

Communication

• Excellent Oral & written communication skills

• Fluent in conversing in English

Skills & Requirements:

• Minimum of 1 year experience in a similar operational position or 1 year as a Service Desk Analyst

• Be able to participate in our 24X7 rotation schedule (nights, weekends, and holidays)- Required

• Teamwork

• Orientation to results

• Internal and External Customer Orientation

• Analytical thinking

• Creativity and Innovation

• Analysis and Decision Making

• Remote Support skills and demonstrated experience.

• Excellent oral and written communication skills.

• Fluency in the English language. 

• Adaptive to changing work schedules and working hours. 

• Excellent problem determination technique.

• Well organized and good follow through on commitments to customers
   

Knowledge:

• English (written and oral) - B2 - Required

• Oral and written comprehension.

• Appropriate use of language.

• Working knowledge of I.T. Systems and equipment as well as their installation, configuration, maintenance, and repair - Required

• Working knowledge of I.T. Requirements/demands in call center operations and organization, particularly in the area of Operations support - Desirable

• Skilled technical writer able to document problems and solutions for customers and other technical support personnel - Required

• Proficiency with MS Office applications and Google Workspace (i.e. MS Word, Excel).

Studies & Experience:

• Bachelor’s Degree or Closed pensum in ECE, Computer Engineering, Computer Science, Information Technology, or any IT / Computer-related course - Required

• Two (2) to three (3) years I.T. Support experience in a Remote Support capacity, preferably within the call center/ITO, customer service, or any communications-intensive industry - Required