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TIDS Sr. Service Desk Analyst

Informations de base

Ref Number

Req_00099805

Site principal

Ortigas Center

Pays

Philippines

Types d'emploi

Digital Solutions

Work Style

Hybrid

Description et exigences

We Are Looking For:

  • Handle Tier 1 escalations
  • Resolve Tier 2 technical support issues (related to servers, applications, networking, backups, security, etc.)
  • Escalate to Tier 3 where appropriate
  • Participate in rotating On-Call shifts for after hours
  • Provide training and guidance for Tier 1 techs
  • Provide remote support and occasional on-site support as required
  • Follow standard operating procedures, creating new procedures for newly identified resolutions, and when otherwise appropriate
  • Maintain accurate documentation of client networks, resolved issues, and client information
  • Communicate ticket status and updates directly to clients
  • Provide technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, Line of Business applications)
  • Strive to ensure a Customer Frictionless Experience, other performance metrics, and meet company expectations
  • Actively participate in meetings to help grow the team and
  • Pursue two certification exams per year is highly recommended
  • Be willing to work flexible hours when required to meet client deadlines
  • Track time and submitting time sheets for work completed
  • Perform other duties and tasks as required.

Skills and Knowledge Requirements:

  • Advanced knowledge of IT applications, processes, software, and equipment
  • Ability to multi-task and adapt to changes in an extremely fast-paced environment
  • Bilingual English & French Trouble shooting and investigation skills; especially in the face of poor to no documentation
  • Excellent time management and ability to effectively prioritize issues
  • Ability to handle emotions calmly and professionally during client interactions
  • Prompt, reliable and willing to go above and beyond to exceed customer expectations

Qualifications:

  • University degree in computer science or equivalent experience
  • Microsoft, Cisco, and CompTIA+ certifications
  • Experience with ITIL service management concepts and methodologies and certification
  • Current or previous professional technology certifications
  • Previous MSP (Managed Service Provider) experience an asset

Description supplémentaire du poste

Job Summary:
Provide IT support to internal TELUS employees and handle the resulting incidents or service requests using the incident management and request fulfillment processes.

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.
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