Service Desk Quality Analyst

Job description

**Service Desk Quality Analyst Job Description** **Position Summary** The Service Desk Quality Analyst is responsible for monitoring, evaluating, and improving the quality of support services delivered by the Service Desk. The role ensures adherence to defined processes, SLA commitments, customer service standards, knowledge management practices, and compliance requirements while driving continuous improvement initiatives. **Key Responsibilities** **Quality Monitoring & Audits** - Review and audit incidents, service requests, chats, emails, and call interactions. - Evaluate tickets against defined quality parameters and support standards. - Conduct regular quality audits and maintain scorecards. - Identify process deviations and compliance gaps. **Performance Analysis** - Analyze ticket trends, backlog quality, reassignments, escalations, and SLA breaches. - Monitor first contact resolution (FCR), customer satisfaction (CSAT), MTTR and ticket handling quality. - Prepare quality dashboards and management reports. - Highlight recurring issues and recommend corrective actions. **Coaching & Feedback** - Provide constructive feedback to Service Desk analysts. - Partner with Team Leads to identify coaching opportunities. - Conduct calibration sessions to maintain consistent quality evaluations. - Support new-hire quality onboarding programs. **Process Compliance** - Ensure adherence to ITSM processes, SOPs, and knowledge articles. - Verify ticket categorization, documentation, and closure quality. - Monitor compliance with security, access management, and data privacy requirements. - Participate in internal and external audits. **Continuous Improvement** - Identify opportunities for process automation and optimization. - Recommend improvements to workflows, templates, and knowledge articles. - Collaborate with Service Management and Operations teams on improvement initiatives. - Track effectiveness of corrective and preventive actions. **Required Skills** - Strong knowledge of IT Service Management (ITIL preferred) - Experience in Service Desk operations - Excellent analytical and reporting skills - Strong attention to detail - Proficiency in ServiceNow and reporting tools - Knowledge of SLA/KPI management - Effective communication and coaching skills - Advanced Excel and PowerPoint skills **Key Metrics Owned** - Quality Score - Ticket Documentation Compliance - SLA Compliance - First Contact Resolution (FCR) - Reopen Rate - Escalation Rate - Knowledge Article Usage - CSAT Score - Audit Findings Closure Rate **Experience** - 35 years of Service Desk or IT Support experience - 1–2 years of Quality Assurance/Quality Analyst experience preferred - ITIL Foundation certification preferred **Reporting Deliverables** - Weekly Quality Scorecard - Monthly Quality Review Report - Agent-wise Quality Performance Report - Root Cause Analysis (RCA) Reports - Process Improvement Recommendations - Calibration & Coaching Reports