Service Desk QA/SME/SD Lead

Job description

**Key Responsibilities\\*** - Perform **QA reviews of Service Requests** to ensure compliance with ITIL processes, SOPs, SLAs, and client policies. - Act as **SME for Service Requests**, providing guidance and resolution support to L1 agents. - Validate **approvals, security adherence, documentation completeness, and audit evidence** within ServiceNow tickets. - Handle **voice interactions** with client users for request clarification, escalations, and process guidance. - Manage and support **L1/L1.5 Incident handling**, including correct logging, prioritization, and escalation. - Identify recurring quality gaps and **recommend process, SOP, or knowledge article improvements**. - Coach and mentor Service Desk agents based on QA findings and performance observations. - Ensure continuous adherence to **client governance standards, compliance requirements, and service quality benchmarks**.