About the job
The Service Desk Quality Analyst is a mid-level role that collaborates closely with the Service Desk team and leadership to:
Oversee incoming new tickets in the Service Desk system to ensure prompt and accurate assignment to the appropriate team members.
Monitor escalated tickets to swiftly identify high-priority or complex issues that demand immediate attention from Senior Analysts or Service Desk management.
Maintain real-time monitoring of ticket queues and escalation pathways to avert bottlenecks and service delays.
Provide backup support to Service Desk Analysts by managing tickets as necessary during peak periods, absences, or resource constraints, ensuring consistent service levels.
Review and audit service desk tickets for coding accuracy and categorization.
Identify and flag misclassified or incomplete entries.
Monitor SLA compliance and generate 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 thorough, data-driven root cause analysis.
Interpret dashboards and translate technical data into clear, actionable insights for service enhancement.
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 consistency in incident reporting and documentation.
This full-time role involves rotational shifts based on business requirements.

