IT SERVICE DESK QA ANALYST  

The IT Service Desk QA Analyst will primarily conduct performance monitoring of the managed services team and ensure continuous improvement in the process. The shortlisted candidate for this role will join a highly progressive young company and will work hand in hand with the Service Delivery Manager to ensure the high quality of service delivered to its clients.

The main responsibilities of this position are in the areas of:

• Process improvement – Conduct process review, develop process, documentation and continuous process improvement
• Performance monitoring – Conduct regular audits on ticket handling procedures including service desk communications (email or voice). Gather and validate work performance data.
• Reporting – Data gathering and validation, report generation and presentation
• Training – Conduct training on all applicable IT service desk processes

This role is for direct hire.

• At least three years of related IT Service Desk QA experience
• Strong analytical skills and able to identify strengths and weaknesses of a system
• Thorough understanding of the Service Desk and its process life cycle
• Strong documentation skills and mindset
• Excellent English communication skills
• Detail oriented and well organized
• Basic understanding of server and networking technology
• Flexible to adjust work schedule when necessary
• Very keen to details
• Exercises good judgment
• Personable and approachable
• ITIL certification is desirable