The anytime, anywhere IT support your employees need

Take a significant workload off your in-house IT staff with our service desk solutions. By outsourcing your everyday IT support, you free up critical resources to focus on more complex business tasks while gaining access to industry best practice tools and processes to reduce incidents and increase employee satisfaction.

Service desk provides the technology, expertise and people to deliver the IT support that your employees and customers need. Calls are automatically routed to the people with the right skills and remote management tools to resolve them quickly.

Our commitment to best practices includes:

  • ITIL V3 compliance and ISO 20000:2011 certification
  • A strong Lean Six Sigma BPI focus

The ITIL framework serves as a set of guiding principles to link the work of the service desk with the rest of the IT delivery organization, with a strong focus on continuous improvement. This ensures all TELUS International practices work efficiently and cost-effectively in conjunction with your business and IT environment.

Service desk responsibilities:

Tier 1 support options: Tier 2 support options: Tier 3 support options:
First-level incident management via phone, email, ticket, and/or chat support Single point of contact for all IT issues including: Hardware, OS, Office & Major applications End-user computing devices issues Knowledge management Password change Customized options based on client needs User account management (add/change/expire) Security compliance Remote login to desktop users Proactive maintenance Root cause analysis Virus patch updates Windows/office patches Software asset tracking Software compliance Customized options based on client needs Infrastructure management and support Application management and support

Results-driven experience

Case in point: Based on 156,000 annual service desk interactions via voice, chat and email for one large telecom client, we:

  • Surpassed FCR goals, hitting 87%
  • Exceeded CSAT targets, hitting 99%
  • Achieved a Quality Performance score of 95%

Customer quote

The key word is partnership. Our relationship is rich in collaboration, rich in trust and lots of energy between the companies working to put our customers first.

VP Operations, Financing arm of Fortune 100 company

Customer quote

In every interaction we have with TELUS International, they teach us something new about delivering great support. They teach us something new about our processes and capabilities, and how they can be improved.

Director, Enterprise Support
California-based tech giant