Basic Information

Ref number


Last day to apply


Primary Location

Torre Pradera

Additional Locations




Description and Requirements

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


  • 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


  • 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 


  • 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.

Additional Job Description

IT Service Desk is responsible for first-level technical support to internal and external customers and secures first-time resolution resulting in minimal recurring issues. Ensures quality services in accordance with departmental standards and guidelines. Demonstrates positive customer service orientation resulting in high customer satisfaction ratings.