Service Desk Analyst

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This range is provided by TELUS Digital. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

CA $42,000.00/yr – CA $48,000.00/yr

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Overview:

In this position, you will be in charge of accepting all user problems via calls, voicemail and electronic forms while taking ownership of all IT issues through diagnosis, investigation and resolution. You will respond to escalation requests and ensure client satisfaction in a highly client‑focused and high‑volume environment. Internal Service Levels require a high level of problem resolution on first contact, and accurate routing of trouble tickets to the next level of support.

Responsibilities:

• 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.
• 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.

Requirements:

• 3–4 years of troubleshooting experience (hardware & software), demonstrated understanding of Service Desk and Service Delivery, and ability to learn and master new applications
• Demonstrated problem management and solving skills
• Ability to manage multiple tasks concurrently in a fast‑paced environment
• Ability to optimize tasks and processes.
• Proactivity
• Must be a team player
• A+ / N+ Certifications are highly desired
• Working Knowledge of Active Directory, MS Exchange, Office
  365, Azure
• Working knowledge of printer issue (remote support)
• Strong knowledge of end user devices: phones (android, IOS), Win
  10, MacOS, tablets
• Good knowledge of networks TCP/IP

Associate

Full‑time

Information Technology, Customer Service, and Engineering

IT Services and IT Consulting, Telecommunications, and Business Consulting and Services

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