IT Managed Services Quality Management Analyst  

The Quality Management Analyst will primarily conduct performance monitoring of the managed services team and ensure continuous improvement in the process. The shortlisted candidate 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 the clients.

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

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

• Bachelor’s degree in Science, Technology, Engineering or Mathematics
• At least 2 years of related IT Service Desk / Managed Services QA experience
• Strong analytical skills and able to identify strengths and weaknesses of a system
• Thorough understanding of the Service Desk and its processes and 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
• Knows how to exercise good judgment
• Personable and approachable
• ITIL certification is desirable