01Overview
Service Desk Quality Analyst (IT Service Delivery)
Job Description
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
58 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., .
