IT, Service Desk Analyst - TICA

Last day to apply: Sunday, November 14, 2021

Main Responsibilities:

• Provide first-level technical support to internal customers and ensure quality services to gain high customer satisfaction ratings.

• Respond to telephone calls and email messages from users requesting assistance. Logs and keeps records of customer/employee queries.

• Interpret problems and analyze possible causes of hardware and software failure.

• Identify computer hardware, software and telecommunications malfunctions and take appropriate action to resolve issues ensuring data and system integrity.

• Create/Maintain documentation of instructional procedure (i.e. hardware/software installation) and troubleshooting techniques (knowledgebase).

• Stay current with system information, changes and updates with regards to IT Activities.

• Coordinate the security audit team, so that the expected level of service is guaranteed.

• Take ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions. Provide timely feedback to external and internal customers via phone, e-mail, or other forms of communication.

• Ticket assignment to support teams
   

Requirements:

• Be able to participate in our 24X7 rotation schedule (nights, weekends, and holidays)- Required

• Able to work from home until working on-site is required

Qualifications: 

• Problem Solving

• Collaborating

• Good Communication skills

• Client service-oriented

• Strong interpersonal and customer service skills

• Logical and detailed approach

• Good organizational skills 

• Self-control and patience

• Ability to adapt to technology changes 

Knowledge:

• English - B1 Required

  • Oral and written comprehension.

  • Appropriate use of language.

• Working knowledge of I.T. systems and equipment as well as their installation, configuration, maintenance, and repair - Required 

• Microsoft Office Suite / Google Workspace - Basic

• Basic knowledge of Telephony and  Network - Basic

Studies & Experience:

• 1 year of University studies in ECE, Computer Engineering, Computer Science, Information Technology, or any IT / Computer-related career minimum - Required

• At least one year work experience as IT Support - Desirable

TELUS International Guatemala is a company that offers equal opportunities for everyone. We seek an inclusive work environment, where all qualified applicants will receive consideration for employment without discrimination based on any element of diversity.