IT Service Desk Support Analyst - Level 1​/Operations Support Mgr

Overview

TELUS Agriculture & Consumer Goods is a great place to work. You can see it in our team members. The diversity of the team and their unique contributions set us apart from the competition. Our success is based as much on our future friendly team as the innovative technology solutions we offer.

Our team members include people like you – enthusiastic, innovative, passionate, and energetic. We believe that you'll find our high-performance culture personally fulfilling, professionally challenging and financially rewarding.

Here’s the impact you will make and what we will accomplish together

TELUS Agriculture & Consumer Goods is tackling one of the most pressing social challenges of our time – achieving more efficient production while lowering the impact on the environment. We believe that by delivering data insights and technology solutions that empower and connect producers to their consumers, we can improve the quality, safety and sustainability of our food and consumer goods globally.

We offer an unmatched suite of innovative solutions and purpose-built applications for every participant in the supply chain, from ag input manufacturers and farmers through to consumer goods companies and their retail / food service channels. Our solutions enable our customers to optimize their businesses with more accuracy, efficiency and profit to create unified, trusted and sustainable food and consumer goods value chains.

Today we serve the top Consumer Packaged Goods and Agriculture companies across the globe through our acquired and integrated best-in-class solutions, but we are still building awareness of our brand as TELUS in these industries

Are you ready to embark on an electrifying journey that will revolutionize the global food system?

Seize this opportunity to join the trailblazing team at TELUS Agriculture and Consumer Goods (TAC) - a powerhouse committed to disrupting the status quo with state-of-the-art applications that leverage data to reimagine the way we approach food!

We are not just a team; we are an inspired collective on a relentless mission to establish the most trusted food system worldwide, unraveling transformative insights and optimizing processes from the fields to your plate. At TAC, we are more than just individuals;
United in passion and purpose, we collaboratively breathe life into these extraordinary opportunities.

Our Team and What We'll Accomplish Together

The IT Service Desk Support Analyst - Level 1 provide 1st Level Support and monitoring to IT systems and integration solutions.

• Report into the Support Team Leader.
• Salesforce experience a plus
• Work in a team with other experienced Support Analysts
• Provide client support and issue resolution via E-mail, telephone, and other electronic medium.
• Work closely with customers, building a good working relationship
• Create, manage, and resolve support tickets raised against technical issues within agreed time limits
• Monitor the Cirrus and ICE applications and services, ensuring issues are escalated/resolved
• Basic troubleshooting of problems with hosted applications/services and client applications
• Support the roll-out of new applications/customers

What You’ll Do

A Level 1 Support Technician will typically join with less than 12 months experience, or freshly graduated from university. They may come to us with some skills around Linux and MySQL, they might have some basic understanding of XML as well, the rest they will learn with us.

By the time they have completed probation (typically within the first 6 – 12 months) they should be able to meet most, if not all the criteria below.

The most important skills they will need to demonstrate are their written and spoken communication skills, especially to external customers, good ticket accuracy and an appropriate “sense of urgency” - the ability to prioritise issues, proactively identify ongoing issues and escalate where required.

• All Level 1 Support Personnel should be comfortable with the core principles required in troubleshooting a message or issue. Conducting core connectivity tests where required and gathering enough information for the Level 2 team if escalation is necessary.
• Maintaining and…