Service Desk Quality Analyst

Service Desk Quality Analyst (IT Service Delivery)

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 & Compliance

• Conduct regular process audits
• Ensure adherence to internal standards, ITIL practices, and applicable regulations
• Maintain audit documentation

Vendor Quality Management

• Evaluate vendor performance against quality standards
• Work with vendors to address and improve quality issues

Continuous Improvement

• Drive initiatives using quality methodologies (e.g., Six Sigma, Lean)
• Promote a quality-focused culture within teams

Training & Enablement

• Support training on quality standards and best practices

Reporting & Analysis

• Analyze quality metrics and trends
• Prepare reports and present insights to stakeholders

Requirements

Experience

• 5–8 years of experience in quality assurance / process quality within IT service delivery
• Experience working with service desk or IT operations environments

Certifications

• ITIL V3 Intermediate or ITIL 4 Certified
• CQA / CQE (preferred)

Technical Skills

• Knowledge of ITIL practices and Service Level Management (SLM)
• Familiarity with quality frameworks (ISO 9001 or similar)
• Experience with quality tools (e.g., FMEA, Pareto Analysis, Control Charts)
• Exposure to data analysis tools (e.g., Minitab, JMP)
• Basic understanding of SIEM and reporting tools

Skills

• Strong analytical and problem-solving skills
• Clear communication and reporting ability
• Attention to detail
• Ability to work cross-functionally