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Basic Information
Ref Number
Req_00111357
Last day to apply
31-Aug-2023
Primary Location
McKinley West
Country
Philippines
Job Type
Support Positions
Work Style
On Site
Description and Requirements
Functional Responsibilities
1. Manages the day-to-day activities and performance of IT Support / Helpdesk personnel, ensuring
the exercise of exemplary customer service to all internal customers. Supports call center
Operations by ensuring the presence of competent Helpdesk personnel at all times (i.24/7).
2. Ensures that open / pending I.T. support cases are addressed and closed within the appropriate
timeframe, and the proper communication of such cases to the next Helpdesk Support shift for
continuity. Escalates cases / issues to colleagues within the department (i.e. Sr. Network
Administrator, Sr. Systems Administrator, I.T. Manager) when needing their input and expertise.
3. Effectively manages the performance of desktop support and helpdesk personnel. Evaluates the
performance of individuals against established procedures, policies, and processes. Reports the
performance of personnel to I.T. Management on a regular basis. Counsels, trains, and coaches
team members in best practices and skills development.
4. Maintains close coordination with Network and Systems Administration groups within the
department for problems / issues / concerns relating to either components (i.e. network
configuration changes, applications updates, service packs, hotfixes, log-in problems, IP address
assignments). Ensures that the problems are isolated and addressed when cases are passed-on
to such groups. Documents all user (internal customer) and procedural processes.
5. Collaborates with team members to share knowledge of issues and corresponding resolutions or
workarounds.
6. Manages complaint handling system and seeks customer feedback to improve services.
7. Maintains all desktop software and hardware inventory, compliance and audits. Keeps track of IT
supplies and equipment and places orders once the quantity of spare units reaches critical limit.
8. Lends the necessary assistance to I.T. Management in the installation of support systems for new
call center sites / locations.
Additional Job Description
Position Summary
Manages the day-to-day activities and performance of IT Support / Helpdesk personnel and ensures
exemplary customer service to all internal customers. Drives for compliance to all processes and
procedures regarding the resolution and rectification of I.T. systems problems / issues (i.e. case
submission, resolution methodology). Recommends improvements to existing support mechanisms in
order to continuously improve the operations of the I.T. department.
Language Reference
English
EEO Statement
At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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