Basic Information

Ref number

Req_00031270

Primary Location

Ortigas Center

Description and Requirements

  • 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.
  • 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, determine causes, and either provide 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 on 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.

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