- 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 Help Desk personnel at all times (i.24/7).
- Ensures that open / pending I.T. support cases are addressed and closed within the appropriate time frame, 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.
- 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.
- 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.
- Collaborates with team members to share knowledge of issues and corresponding resolutions or workarounds.
- Manages complaint handling systems and seeks customer feedback to improve services.
- 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.
- Lends the necessary assistance to I.T. Management in the installation of support systems for new call center sites / locations.
Required skills + qualities (technical):
- Bachelor's Degree in ECE, Computer Engineering, Computer Science, Information Technology, or any IT / Computer-related course
- 2-3 years IT support experience in a supervisory capacity
- 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.
Required skills + qualities (non-technical):
- Has good supervisory and people-management skills.
- Strong 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.
- Excellent customer orientation.
- Well-organized and good follow through on commitments to customers.
- Strong problem-solving, decision-making, and analytical skills.
TELUS Values:
TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:
- We passionately put our customers and communities first
- We embrace change and innovate courageously
- We grow together through spirited teamwork
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
