Get AI‑powered advice on this job and more exclusive features.

This range is provided by TELUS Digital. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range
CA$42,000.00/yr – CA$48,000.00/yr

Direct message the job poster from TELUS Digital

Overview:

In this position, you will be in charge of accepting all user problems via calls, voicemail and electronic forms while taking ownership of all IT issues through diagnosis, investigation and resolution. You will respond to escalation requests and ensure client satisfaction in a highly client‑focused and high‑volume workplace. Internal Service Levels require a high level of problem resolution on first contact, and accurate routing of trouble tickets to the next level of support.

Responsibilities:

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, determines causes, and either provides 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 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 adheres to all service management principles.

Contributes to the improvement of processes and knowledge base.

Requirements:

3–4 years of troubleshooting experience (hardware & software), demonstrated understanding of Service Desk and Service Delivery, and ability to learn and master new applications

Demonstrated problem management and solving skills

Ability to manage multiple tasks concurrently in a fast‑paced environment

Ability to optimize tasks and processes.

Proactivity

Must be a team player

A+ / N+ Certifications are highly desired

Working Knowledge of Active Directory, MS Exchange, Office365, Azure

Working knowledge of printer issue (remote support)

Strong knowledge of end user devices: phones (android, IOS), Win10, MacOS, tablets

Good knowledge of networks TCP/IP

Seniority level
Associate

Employment type
Full‑time

Job function
Information Technology, Customer Service, and Engineering

Industries
IT Services and IT Consulting, Telecommunications, and Business Consulting and Services

Referrals increase your chances of interviewing at TELUS Digital by 2x.

Get notified about new Service Desk Analyst jobs in Canada .

#J-18808-Ljbffr

📌 Service Desk Analyst (Manitoba)
🏢 TELUS Digital
📍 Manitoba