Service Desk Analyst

Service Desk Analyst

TELUS International Philippines Inc
Metro Manila / NCR
1 - 4 Years
Not Specified

Job Description

Position Summary

  • Provide first level IT support to internal TELUS employees and handle the resulting incidents or service 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. 
Functional Responsibilities
  • 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 adhere to all service management principles. 
  • Contributes to the improvement of processes and knowledge base. 

A pioneer in the global call center outsourcing and IT development industry, TELUS International Philippines is backed by a multi-national, multi-billion dollar Canadian telecommunications giant. TELUS International delivers extraordinary customer service and value to the world’s most sophisticated clients.

We provide a full range of cost-effective, high-quality call center outsourcing services and IT solutions for customer care, sales, technical support, market research, back-office support, IT development and business process outsourcing. Our clients include companies in the telecommunications, financial services, computer electronics, gaming, energy and utilities industries.

Our people are dynamic, think on their feet, and can quickly and effectively resolve customer inquiries. All of which underpins our commitment to clients: superior service quality and cost-effective delivery of call center and IT outsourcing solutions.

The TELUS International Philippines team work together to deliver future friendly services, and the TELUS values guide the way:

• We embrace change and initiate opportunity
• We have a passion for growth
• We believe in spirited teamwork
• We have the courage to innovate

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