Telus International

Manages the day-to-day activities and performance of the IT Service Desk personnel, ensuring the exercise of exemplary customer service to all internal and external customers. Drives for compliance to all processes and procedures regarding the resolution and rectification of I.T. Service Desk problems/issues. Recommends improvements to existing support mechanisms in order to continuously improve the operations of the IT Service Desk.

Main Responsibilities:

Supervises and oversees the activities of Service Desk, ensuring that each individual performs at par with the standards set by the company. Monitors the performance of each team member and provides the necessary support and assistance in order for metrics to be improved on, attained, or exceeded. Performs administrative duties for the team (i.e. payroll templates, training/certifications). Makes sure that all team members know and are updated on proper trouble monitoring and escalation as well as in gathering the right info from various IT teams (internal/TELUS/clients). Ensures that open/pending I.T. Service Desk cases are addressed and closed within the appropriate time frame, and the proper communication of such cases to the next shift for continuity. Escalates cases/issues to colleagues within the department (i.e. TIP and TICA IT Service desk Supports, Sr. Network Administrator, Sr. Systems Administrator, I.T. Manager) when needing their input and expertise and ensures that the problems are isolated and addressed when cases are passed-on to such groups.

Skills & Requirements:

• Schedule flexibility
• Leadership
• Teamwork
• Orientation to results
• Internal and External Customer Orientation
• Analytical thinking
• Creativity and Innovation
• Analysis and Decision Making
• Supervisory and people-management skills.
• Time and project management skills.
• Excellent oral and written communication skills.
• Fluency in the English language. 
• Adaptive to changing work schedules and working hours. 
• Excellent problem determination technique.
• Well organized and good follow through on commitments to customers.

Knowledge:

• English (written and oral) - B2:
• Oral and written comprehension
• Appropriate use of the English language
• Working knowledge of I.T. Systems and equipment as well as their installation, configuration, maintenance, and repair.
• Working knowledge of I.T. Requirements/demands in call center operations and organization, particularly in the area of Operations support.
• Skilled technical writer able to document problems and solutions for customers and other technical support personnel.
• Proficiency with MS Office applications (i.e. MS Word, Excel).

Studies & Experience:

• Bachelor’s Degree in ECE, Computer Engineering, Computer Science, Information Technology, or any IT / Computer-related course. (Desired)
• Two (2) to three (3) years I.T. Support experience in a Supervisory capacity, preferably within the call center, customer service, or any communications-intensive industry.
• Completed online Courses of IAspire Essentials (12 Courses) - Mandatory

Additional Job Description

Manages the day-to-day activities and performance of the IT Service Desk personnel, ensuring the exercise of exemplary customer service to all internal and external customers. Drives for compliance to all processes and procedures regarding the resolution and rectification of I.T. Service Desk problems/issues. Recommends improvements to existing support mechanisms in order to continuously improve the operations of the IT Service Desk.