IT Service Desk Analyst Guatemala and El Salvador (Servicio al Cliente para Sistemas)
Descripción del trabajo:
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
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: Meeting or exceeding all metrics in your current role for the last 3 months Minimum of 95% Attendance Minimum of 1 year as a TELUS International employee Minimum of 1 year at the current position and current account No active Hint 3 or above 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 Completed online Courses of IAspire Essentials - Mandatory 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
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