IT Service Desk QA & Project Coordinator (L1)

About Palmiq

Palmiq is a fast-growing technology and managed services company delivering enterprise-grade IT, cloud, cybersecurity, and SOC/NOC operations globally. We specialize in helping businesses scale through tailored technical solutions, operational excellence, and high-standard service delivery.

Position Overview

We are seeking a dedicated IT Service Desk Quality Analyst & Project Coordinator (L1) to join our Technical Service Delivery team in Hyderabad. In this role, you will ensure the highest standards of service delivery across our MSP operations. You will act as an independent auditor of our operational workflows, ensuring our technical teams consistently meet Palmiq’s standards for quality, client satisfaction, and project health.

What You’ll Be Doing

• MSP Process Integrity & Project Management: Serve as the primary checkpoint for operational workflows, ensuring execution of standard operating procedures (SOPs) and tracking professional project health through to completion.
• Workflow & Data Auditing: Independently audit case documentation, ticket creation, and priority assignments to guarantee data integrity across the lifecycle of an incident.
• Escalation Audits & Quality Control: Review high-level escalations to ensure smooth, ITIL-compliant ticket transitions between tiers and partners, focusing on systemic process improvements.
• ITIL Standards & Continual Improvement: Enforce best practices across Incident, Problem, and Change Management while identifying trends to implement continuous service improvements.
• Client Pulse & Survey Analysis: Analyze client feedback (DSATs & Mid-SATs) to find improvement opportunities, provide constructive feedback to support groups, and maintain client-facing meeting cadences.

What We’re Looking For

• Experience: Minimum 1–2 years of experience as an L1 / Quality Analyst within a technical MSP or IT Service Desk environment.
• Education: B.Tech / B.E. in any specialization.
• Frameworks & Tools: Solid understanding of ITIL v4 frameworks and experience with ITSM tools (SuperOps, Zoho, ServiceNow, etc.) and workflow management.
• Technical Foundations: Foundational understanding of core enterprise IT technologies (MS 365, Microsoft Intune, Active Directory, Cybersecurity basics) to evaluate technical workflows effectively.
• Analytical & Communication Skills: Strong root-cause analysis skills (5 Whys, Pareto, FMEA) and exceptional communication skills to deliver process-focused feedback.

What We Offer

• Competitive compensation package (₹6,00,000 to ₹9,00,000 per year).
• Direct experience in international MSP operations, quality governance, and project coordination.
• Defined career advancement opportunities within Service Delivery Management and Quality Operations.
• Collaborative, supportive, and quality-driven workplace environment.

Pay: ₹600,000.00 - ₹900,000.00 per year

Benefits:

• Paid time off
• Work from home

Work Location: Hybrid remote in Hyderabad, Telangana