IT Operations Analyst

Basic Information Ref Number: Req_00150176 Last day to apply: 17-Jan-2025 Primary Location: ZA - Cape Town - Woodstock Country: South Africa Job Type: Business Process Outsourcing Work Style: On Site Description And Requirements IT Operations Analyst II | TELUS International General Description IT Operations Analyst II is responsible for providing first line support to internal and external clients, administration staff, and IT Support Analysts in assisting them with hardware and software requirements and ensuring that the systems are operating properly according to company standards. The role involves providing technical support to both operations and staff, focusing on continuous improvement in established processes, and ensuring the availability of computing resources to the organization. Main Responsibilities

• Provide technical support to the various technological platforms of the company (hardware, software) and implement security policies, ensuring connectivity systems, patching, and coordinating the implementation of best practices.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Take ownership of user problems and be proactive in resolving user issues.
• Respond to inquiries from internal clients and help them resolve any hardware or software problems.
• Support users in the use of computer equipment by providing necessary training and advice.
• Perform changes on distro lists and organizational units within G-suite.
• Complete updates, patches, and software deployments.
• Perform VLAN Changes.
• Serve as the main POC for any IT-related activities happening in the site(s) under their scope.
• Maintain adequate IT Asset management controls for the assets under their responsibility.

Specific Qualifications

• Minimum of 95% Attendance.
• Demonstrating Integrity.
• Ability to participate in a 24X7 rotation schedule (nights, weekends, and holidays).
• No active disciplinary processes.
• Knowledge of Virtualization technologies under Windows and Linux - Required.
• Intermediate knowledge on software deployment.
• Intermediate Network Knowledge (VLAN Changes, Port configuration).
• Intermediate Active Directory knowledge is required.
• Remote Support experience and knowledge.
• Bomgar management - desirable.
• Intermediate Avaya Console Management knowledge is required.
• English - B1.
• Distrolist groups and Organizational units knowledge is required.
• Strong IT troubleshooting skills - Required (Hardware/Software and Networking).

Skills

• Teamwork.
• Problem-Solving.
• Collaboration.
• Remote support.
• Client service oriented.
• Strong interpersonal and customer service skills.
• Strong verbal and written communication skills.
• Fast adaptation to technology changes.

Education/Experience and Knowledge

• A third-year level Systems Engineering, Computer Science, or related field.
• Proof of PC skills (installation, configuration, troubleshooting, and maintenance) - Required.
• Preferably with 6 months experience in similar positions.
• Technology certifications (A+, Network+, Server+, MCP, CCNA, ITIL, etc.) - Desirable.
• Completed online Courses of IAspire Essentials - Mandatory.
• G-suite Certification - desirable.
• PDQ certification - desirable.
• Desktop Central certification - desirable.

Additional Job Description IT Operations Analyst II is responsible for providing first line support to internal and external clients, administration staff, and IT Support Analysts in assisting them with hardware and software requirements and ensuring that the systems are operating properly according to company standards. The role involves providing technical support to both operations and staff, focusing on continuous improvement in established processes, and ensuring the availability of computing resources to the organization. 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 various sectors. 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 are based on applicants’ qualifications, merits, competence, and performance without regard to any characteristic related to diversity. Apply Now #J-18808-Ljbffr