Informations de base
Ref Number
Req_00142797
Site principal
PH - Manila - Discovery
Pays
Philippines
Work Style
Hybrid
Description et exigences
Functional Responsibilities
- Interacts with clients 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, determines causes, and either provides resolution or escalates to the proper support team.
- Tracks and monitors the status of assigned tickets to ensure proper follow-up and resolution within our SLA.(Service Level Agreement)
- Responds to escalation requests and notify management as required.
- Informs Tier 2 and Tier 3 support of incidents affecting service interruption using proper escalations procedures.
- Escalates if the ticket is not accepted or resolved by T1 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 IT Glue knowledge base.
- Assisting with training of other support groups on solutions to escalated tickets to mentor and reduce escalations over time
- Striving to ensure personal “Customer Experience Score”, and other performance metrics, meet Company expectations, as provided.
- Participating in team and company huddles to help ensure the success of the team and organization
- Pursuing two certification exams per year
- Being willing to work flexible hours when required to meet client deadlines
- Tracking time and submitting time sheets for work completed
- Performing other duties and tasks as required
Description supplémentaire du poste
Service Desk Analyst interacts with clients remote and home workers via calls, chat, and electronic form, regarding IT issues and queries.
EEO Statement
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital 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 Digital, 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.
