FCR & Service Desk Optimization Analyst

TELUS Digital is seeking a candidate to reduce tickets dispatched from the Service Desk, aiming for direct cost savings. You will work closely with the operation team to enhance ticket resolution practices, monitor performance, and provide monthly reporting on initiatives.

The ideal candidate will possess strong communication skills, a deep understanding of call center operations, and experience with ITIL and ITSM systems. This role promotes a collaborative environment while ensuring continual improvement within the team.