About the role
As a mid-level Service Desk Quality Analyst, you will work closely with the Service Desk team and management to:
Oversee incoming new tickets in the Service Desk system to ensure timely and accurate assignment to the appropriate team members.
Monitor incoming escalations to swiftly identify high-priority or complex issues needing immediate attention from Senior Analysts or Service Desk management.
Maintain real-time oversight of ticket queues and escalation paths to avoid bottlenecks and service delays.
Provide backup support to Service Desk Analysts by managing tickets as required during peak periods, absences, or staffing shortages, thereby ensuring consistent service levels.
Review and audit service desk tickets for coding accuracy and proper categorization.
Identify and flag misclassified or incomplete entries.
Monitor SLA compliance and produce weekly/monthly performance reports.
Analyze incident and request trends to uncover recurring issues and opportunities for automation or documentation enhancements.
Track backlog trends and report on resolution times.
Support problem management by conducting in-depth, data-driven root cause analysis.
Interpret dashboards and convert technical data into clear, actionable insights for service enhancements.
Contribute to quality improvement initiatives by identifying gaps and supporting process documentation.
Utilize dashboards (e.g., Zoho ManageEngine, ServiceNow, Jira) to extract performance insights.
Assist with standardizing ticket documentation practices.
Collaborate with cross-functional teams to ensure uniformity in incident reporting and documentation.
This is a full-time role with rotational shifts based on business needs.
