Digital Solutions | Service Desk Specialist
Telus International Diversit

Las Vegas, Nevada


Description and Requirements

Overview:

Accept all user problems via calls, voice mail, and electronic form. Take ownership of all problems through diagnosis, investigation and resolution. Respond to escalation requests and notify management as required. Follow up to ensure user satisfaction in a highly client-focused 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.

Required Skills:

  • 2 years of technical support experience supporting any of the following: internet, network, email, hardware, software OR
  • 2 years help desk support experience, good communication skills (verbal/written - B1)
  • Technical knowledge of desktop hardware and software and data/IP products and services
  • Ability to analyze system operation, application, PC, and network problems.
  • Experience in using and troubleshooting Windows 2000, XP and NT problems in desktop, server and network areas
  • Experience with UNIX/Windows servers, mainframe systems, Citrix and/or Active Directory environments would be considered assets
  • Working knowledge of LAN/WAN technology, TCP/IP, VPN, Cisco environments
  • Familiarity with call management and trouble reporting systems, such as Genesys or Remedy
  • Solid knowledge of computer and network technology to include servers, VPN, and Active Directory
  • Experience with enterprise Incident Management solutions, preferably ServiceNow
  • Problem Solving with a high technical aptitude and strong escalations and logic skills

Responsibilities:

  • Support the latest Microsoft operating systems and Microsoft Products
  • Support the latest mobile devices (e.g., iPads and iPhones)
  • Provide front line support to end-users and other IT colleagues via phone, e-mail, chat, and self-service
  • Log, resolve and/or track progress and resolution of all incidents and service requests reported to IT Support
  • Ask questions to determine the nature of the incident and walk the customer through a problem-solving process
  • Perform password resets and user account lockout diagnostics
  • Manage critical incidents
  • Escalate incidents and requests to level 2+ groups as required
  • Act as liaison between customers and level 2+ support teams to collaborate on continuous improvement
  • Install, modify, and repair computer hardware and software via remote access means
  • Run diagnostic programs to resolve incidents
  • Isolate Local Area Network (LAN) and Wide Area Network (WAN) technical problems
  • Follow up with customers to ensure issue has been resolved
  • Update the internal knowledge base with issue resolution details
  • Run reports to determine malfunctions that continue to occur
  • Support for the above tasks is primarily completed by telephone

Competences:

  • A team member who takes ownership of every client interaction and is accountable for effective outcomes beyond that interaction.
  • A professional that demonstrates empathy by listening to understand the client's unique emotions and situations, in order to communicate in a clear, honest, and genuine way.
  • A team member who collaborates to get things done by leveraging their own and reach other's unique talents.
  • A team member who eagerly adapts to meet the changing needs of our clients
  • A team member who proactively seeks to make things better.

Required Professional Designation/Certification

  • Undergraduate degree or diploma, preferably in a technical discipline, or equivalent and relevant work experience
  • Certification in A+, Network +, MCSA/MCSE MCSDT or CCNA, or equivalent would be considered an asset
  • HDI Support Center Analysts Certification or equivalent would be considered an asset
  • Looking forward to discussing more so.

Who is TELUS?

We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet, and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry-specific solutions.

Everyone belongs to TELUS. It doesn't matter who you are, what you do, or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because of the more diverse perspectives, we have the more likely we are to crack the code on what our customers want and our communities' needs.

Additional Job Description

Accept all user problems via calls, voice mail, and electronic form. Take ownership of all problems through diagnosis, investigation, and resolution. Respond to escalation requests and notify management as required. Follow up to ensure user satisfaction in a highly client-focused environment

Job Description Summary



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