Service Desk Quality Analyst (Full‑time)

About the role

The Service Desk Quality Analyst ensures ticket handling accuracy, consistency, and overall quality for the Service Desk operation. Working primarily behind the scenes, the role also provides backup ticket handling during peak periods to maintain service levels.

Key responsibilities

• Monitor incoming tickets and escalations, ensuring timely and correct assignment.
• Audit ticket coding, categorization, and documentation for accuracy.
• Track SLA compliance, generate performance reports, and analyse backlog trends.
• Identify recurring issues, conduct root‑cause analysis and suggest automation or documentation improvements.
• Interpret dashboards (Zoho ManageEngine, ServiceNow, Jira) and translate data into actionable insights for service leads.
• Collaborate with cross‑functional teams to standardise incident reporting and support problem‑management activities.

Required profile

• At least 1 year of phone, email or chat support experience in an IT Service Desk or Helpdesk environment.
• 2 years of data analysis and reporting experience or a Bachelor’s degree in IT, Computer Science, Business or related field.
• Familiarity with ITIL processes (Incident, Service Request, Change, Problem Management) and SLA metrics.
• Strong analytical, reasoning and communication skills with high attention to detail.

Required skills

• Advanced Excel
• ITIL
• Zoho ManageEngine
• ServiceNow
• Jira