IT Support Specialist | On-site

Position Summary: The IT Support Specialist is a frontline professional responsible for providing technical assistance and support to our end-users within the organization. This position plays a critical role in maintaining the smooth operation of IT systems and ensuring that employees can effectively use technology to carry out their tasks. As a IT Support Specialist, you will be a part of a team dedicated to providing TELUS Digital colleagues with World Class IT support and service. This role will leverage various tools and systems to ensure timely identification and remediation of issues that can impact IT services. Job Description: Technical Support:

• Respond to incoming requests and inquiries from end-users via various communication channels, such as phone, chat, or portal incidents.
• Troubleshoot, analyze, diagnose, engage appropriate technical resources and/or resolve hardware, software, network, and other IT-related issues promptly and effectively.
• Operates independently to provide prompt and professional technical support through processing and prioritization of a variety of problems.
• Ensures that most raised issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and technical standards
• Serves as technical advisor and remote desktop support for system users with basic to advanced issues by resolving or conferring with the appropriate technical assignment groups
• Combine technical knowledge and ability to solve problems using enhanced people skills to provide an excellent support experience to our users
• Maintain and continue to develop in-depth knowledge of Information Technology products and services within the organization
• Adhere to security best practices and processes
• Support users during rotational shifts.

• Log all service requests and incidents in a ticketing system, tracking their progress until resolution.
• Ensure that tickets are properly categorized, prioritized, and assigned to appropriate teams or individuals for further investigation and resolution
• Use our incident management system to prioritize incidents and manage the load in line with our Service and Service Levels

• Provide excellent customer service by being attentive, empathetic, and responsive to end-users' needs and concerns.
• Maintain a positive and professional demeanor while interacting with users

• Analyze recurring technical issues and identify root causes to prevent future occurrences.
• Escalate complex or unresolved problems to higher-level support or specialized IT teams as required.
• .1-2 years of experience in IT Operations
• Bachelor’s degree in Information Technology, Computer Science or related field
• Willing to work onsite.