Quality Analyst- IT Service Desk

Roles and Responsibilities :

• Provide technical support to end-users through phone, email, or chat channels.
• Conduct regular quality audits using QA scorecards and provide accurate performance scores.
• Troubleshoot and resolve IT issues related to hardware, software, and network connectivity.
• Conduct quality monitoring and analysis of tickets to ensure high-quality resolution rates.
• Collaborate with other teams to identify root causes of recurring issues (RCA) and implement corrective actions.

Job Requirements :

• 2-12 years of experience in an IT Service Desk environment.

• Must have Quality analysis/Quality auditing/Quality assurance/Quality checking Experience

• Strong knowledge of ITIL processes and procedures.

• Proficiency in ticketing tools such as Remedy or ServiceNow.