Service Desk Analyst

at  TELUS Digital

HERE’S THE IMPACT YOU’LL MAKE AND WHAT WE’LL ACCOMPLISH TOGETHER

The Service Desk Specialist is a critical role within our organization, responsible for providing first-line technical support to our users. This individual will efficiently handle a high volume of incoming requests, troubleshooting and resolving a variety of IT issues. The ideal candidate is a highly motivated problem-solver with excellent communication skills and a strong customer service orientation.

QUALIFICATIONS AND SKILLS

• 3-4 years of experience in technical support or a related field
• Demonstrated understanding of service desk operations and principles
• Excellent problem-solving and troubleshooting skills
• Strong verbal and written communication skills
• Ability to manage multiple tasks simultaneously in a fast-paced environment
• Proficiency in Microsoft Office Suite and ticketing systems
• A+ and N+ certifications preferred
• Working knowledge of Active Directory, MS Exchange, Office 365, Azure, and printer support
• Familiarity with end-user devices (Windows, macOS, iOS, Android) and network concepts (TCP/IP)

EDUCATION

Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred, but not required

• Incident Management: Receive, log, and resolve user incidents related to hardware, software, network connectivity, and other IT systems.
• Problem Resolution: Diagnose and troubleshoot technical problems, identifying root causes and implementing effective solutions.
• Knowledge Base: Contribute to and maintain an up-to-date knowledge base to support efficient problem resolution.
• Escalation: Accurately escalate complex issues to higher-level support teams as needed.
• Customer Service: Provide exceptional customer service, ensuring user satisfaction and timely resolution of requests.
• Process Improvement: Identify opportunities to improve service desk processes and contribute to continuous improvement initiatives.