It Support Specialist

IT Support Specialist - Gift City, Gandhinagar

TELUS International is seeking an experienced IT Support Specialist to join our team in Gift City, Gandhinagar. This is a 5-day work-from-office position with flexible, rotational shifts, including night shifts. As a key technical and operational resource, you will provide advanced support, mentor junior team members, and ensure service requests and incidents are handled efficiently, aligning with organizational SLAs and ITIL best practices. This role acts as an escalation point and is crucial for maintaining high levels of customer satisfaction.

Key Responsibilities:

• Advanced Technical Support: Troubleshoot and resolve complex hardware, software, and network issues. Serve as the primary escalation point for technical problems and perform root cause analysis for recurring issues.
• Incident and Request Management: Log, categorize, and prioritize tickets in the ITSM system, ensuring timely resolution or escalation within SLA timelines. Confirm resolution with stakeholders and gather feedback.
• Knowledge Management and Mentorship: Create and update knowledge base articles, troubleshooting guides, and user documentation. Mentor and train junior service desk analysts and lead knowledge-sharing sessions.
• Process Compliance and Improvement: Adhere to ITIL-aligned processes and identify inefficiencies to improve service delivery. Streamline workflows and enhance the user experience in collaboration with IT teams.
• Customer Engagement and Satisfaction: Build strong relationships with end-users and stakeholders, actively monitor customer feedback, and advocate for end-user needs.
• System Monitoring and Reporting: Proactively monitor IT systems, generate performance reports, and recommend actions based on metrics.

Qualifications:

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Experience: 2-5 years of experience in IT support or a service desk role, with at least 1-2 years in a senior or lead capacity. Experience with ITSM tools (ServiceNow, Jira, BMC Remedy) and troubleshooting Windows/Mac OS, Office 365, VPNs, and enterprise applications is essential.
• Skills: Strong problem-solving, analytical, customer service, and communication skills. Ability to multitask in high-pressure situations. Familiarity with ITIL frameworks. Proficiency with remote support tools.
• Certifications: ITIL Foundation (v3/v4), CompTIA A+, Network+, or similar. Microsoft 365 Certified: Modern Desktop Administrator Associate is a plus.