Service Desk Quality Analyst (IT Service Delivery)
Job Description
Role Overview
Responsible for monitoring service delivery quality, ensuring compliance with ITIL standards and SLAs, identifying process gaps, and driving continuous improvement across IT service operations.
Key Responsibilities
Quality Monitoring
Review service desk tickets (Incidents, Changes, Problems) for SLA, KPI, and ITIL compliance
Evaluate customer interactions (calls, chats, emails) for accuracy, quality, and professionalism
Process Improvement
Identify recurring issues and process gaps
Recommend and implement corrective and preventive actions
Quality Assurance Framework
Define and maintain quality standards, guidelines, and procedures
Collaborate with cross-functional teams to improve service delivery processes
Root Cause Analysis
Investigate quality issues and identify root causes
Work with relevant teams to implement fixes and prevent recurrence
Audits & Com...