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Logo Telus International

Site IT Analyst

Basic Information

Ref Number

Req_00066897

Primary Location

Vertis North

Country

Philippines

Job Type

Business Process Outsourcing

Description and Requirements

Position Summary

Responsible for technical support to internal customers and secures first time resolution resulting in minimal recurring issues. Ensures quality services in accordance with departmental standards and guidelines. Demonstrates positive customer service orientation resulting in high customer satisfaction ratings.

Functional Responsibilities

  • Provides technical support to internal customers and ensures quality services to gain high customer satisfaction ratings.

  • Responds to telephone calls and email messages from users requesting for assistance. Logs and keeps records of customer/employee queries.

  • Interprets problems and analyzes possible causes of hardware and software failure.

  • Identifies computer hardware, software and telecommunications malfunctions and takes appropriate action to resolve issues ensuring data and system integrity.

  • Tests, configures, installs, modifies, maintains, and repairs computer hardware, operating systems, applications, software patches and updates.

  • Assists in conducting user’s application testing during program implementation, migration, and system maintenance.

  • Performs desktop system maintenance/upgrades including all desktop OS patches.

  • Creates/Maintains documentation of instructional procedure (i.e. hardware/software installation) and troubleshooting techniques (knowledgebase).

  • Maintains inventory of computer hardware assets, peripherals, and software licenses owned by the company.

  • Performs scheduled preventive maintenance of computer systems

Additional Job Description

Responsible for technical support to internal customers and secures first time resolution
resulting in minimal recurring issues. Ensures quality services in accordance with departmental
standards and guidelines. Demonstrates positive customer service orientation resulting in high
customer satisfaction ratings.

Language Reference
English

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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