IT Help Desk - T1

IT Help Desk (IT Support Specialist)

Description

Position overview

A highly skilled IT Help Desk (IT Support Specialist) with a strong emphasis on delivering exceptional service. Proven expertise in resolving issues related to internet connectivity, network configuration, and providing comprehensive technical assistance to customers. Demonstrates the ability to handle technical inquiries efficiently, delivering clear and precise solutions while prioritizing an excellent customer experience.

Core Competencies:

• Problem-Solving
• Adaptive Troubleshooting
• Navigating Ambiguity
• High Emotional Intelligence

Functional competencies:

• Basic Troubleshooting: Diagnose and resolve minor software/hardware glitches,

network connectivity issues, and printer/peripheral problems.

• Hardware & Software Support: Diagnostics and resolution of minor software glitches, hardware faults, and peripheral/printer issues.
• Foundational Networking: Basic IP troubleshooting, Wi-Fi connectivity configuration, and network diagnostics.
• Incident Documentation: Precise, clear documentation of issues and resolutions for ticketing hygiene and knowledge-base creation.

Qualifications:

• English - B2: Oral and written comprehension and the appropriate use of language
• Experience in a Service Desk or IT support role.
• Understanding of VPN configuration and troubleshooting.
• Proven experience supporting network printers.
• Strong customer service orientation with patience and professionalism.
• Business Applications: Google Workspace (Docs, Sheets, Drive, Admin Console)
• Ticketing & Project Management: ServiceNow, Jira
• Contact Center Solutions: Genesys
• Basic understanding of Chrome/macOS/Windows operating systems and standard

business suites Google Workspace.

About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iXTM, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.