Service Desk Quality Analyst

Service Desk Quality Analyst

Ohio, Columbus

05/02/2025

Contract

Active

Job Description:

Job Summary

We are seeking a meticulous and proactive Service Desk Quality Analyst to support the delivery of exceptional customer service across our IT support channels. The ideal candidate will play a key role in monitoring service desk interactions, evaluating performance against quality standards, and identifying actionable opportunities to enhance support operations and customer satisfaction. This position will act as a quality gatekeeper and a performance coach, ensuring alignment with service excellence goals.

Key Responsibilities

Monitor & Evaluate Interactions: Assess service desk communications (calls, emails, chats) for accuracy, professionalism, and adherence to internal procedures.

Quality Assurance Programs: Develop, refine, and implement quality assurance processes and evaluation criteria.

Performance Analysis: Analyze support team metrics (e.g., resolution time, customer satisfaction, first-call resolution) to identify trends, gaps, and areas for improvement.

Agent Feedback & Coaching: Provide constructive feedback and support training efforts to improve individual and team performance.

Reporting: Deliver detailed, data-driven quality reports with insights and recommendations to management.

Stakeholder Collaboration: Partner with service desk leadership and cross-functional teams to align quality goals with business objectives.

Continuous Improvement: Recommend and support the implementation of industry best practices and process improvements in service desk operations.

Qualifications

Education:

High school diploma or GED required; associate's or bachelor's degree preferred.

Experience:

2-5 years of experience in a service desk or IT support role.

Minimum of 1 year of experience in a quality assurance, service analytics, or related role.

Skills & Competencies:

Strong analytical and critical thinking skills.

Excellent verbal and written communication abilities.

Proficiency with quality monitoring tools, ticketing systems (e.g., ServiceNow, Zendesk), and Microsoft Office Suite.

Ability to synthesize data into actionable insights.

Strong interpersonal skills and ability to work both independently and collaboratively.

Detail-oriented with a commitment to maintaining high standards.

Certifications (Preferred but not required):

ITIL Foundation certification or equivalent.