Service Desk Quality Monitoring Analyst

Role & responsibilities:

Key Responsibilities:

• Monitor service tickets raised in the ticketing system to ensure timely and accurate processing.

• Perform deep dives into ticket data to identify trends, bottlenecks, and areas for improvement.

• Maintain and enhance existing service quality reports, ensuring accuracy and clarity.

• Collaborate with service teams to ensure compliance with defined service level agreements (SLAs).

• Track and escalate issues related to ticket resolution delays or quality deviations.

• Provide insights and recommendations based on ticket data analysis to improve service quality.

• Assist in developing and refining processes related to service quality monitoring.

• Communicate effectively with cross-functional teams to drive issue resolution and service excellence.

• Ensure data integrity within the ticketing tool and related reporting systems.

• Support audit and compliance activities related to service desk operations.

Required Skills and Qualifications:

• 2-3 years of experience in service desk monitoring, service quality assurance, or a related role.

• Strong knowledge and hands-on experience with Manage Engine and Jira ticketing tools.

• Proven ability to analyze ticket data and perform detailed root cause analysis.

• Proficiency in report generation and data polishing using tools like Excel, Power BI, or similar.

INTERNAL

• Excellent attention to detail and organizational skills.

• Strong problem-solving skills with an analytical mindset.

• Good communication skills to liaise with multiple stakeholders.

• Ability to work independently and in a team environment.

• Basic understanding of IT service management (ITSM) concepts and SLA management is a plus.

Preferred:

• Experience working in IT service management or technical support environments.

• Familiarity with process improvement methodologies (e.g., ITIL).

• Exposure to automation tools for reporting or ticket management.