Service Desk Quality Analyst

OVERVIEW

The Service Desk Quality Analyst supports the Service Desk operation by ensuring the accuracy, consistency, and quality of ticket handling and documentation. While this role primarily operates behind the scenes, it may occasionally involve handling service tickets to support operational needs or gain deeper insight into service patterns. Key responsibilities include reviewing ticket coding for accuracy, interpreting dashboards, identifying recurring issues, and converting data into actionable insights for service leads. Tasks involve auditing tickets, flagging miscategorized entries, reporting on Service Level Agreement (SLA) compliance, monitoring backlog trends, and assisting problem management through thorough data analysis. Acting as an extension of the quality function, this role plays a critical part in enhancing ticket hygiene, improving team performance, and delivering operational insights that drive continuous service desk improvements.

DESCRIPTION

The Service Desk Quality Analyst is a mid-level role that works closely with the Service Desk team and leadership to:

• Monitor incoming new tickets in the Service Desk system to ensure timely and accurate assignment to the appropriate team member
• Monitor incoming escalations to promptly identify high-priority or complex issues requiring immediate attention from Senior Analysts or Service Desk management
• Maintain real-time oversight of ticket queues and escalation paths to prevent bottlenecks and service delays
• Provide backup support to Service Desk Analysts by handling tickets as needed during peak periods, absences, or resource shortages, helping maintain consistent service levels
• Review and audit service desk tickets for coding accuracy and categorization
• Identify and flag misclassified or incomplete entries
• Monitor SLA compliance and generate weekly/monthly performance reports
• Analyze incident and request trends to identify recurring issues and opportunities for automation or documentation improvements
• Track backlog trends and report on resolution times
• Provide support in problem management by conducting comprehensive, data-driven root cause analysis
• Interpret dashboards and translate technical data into clear, actionable insights for service improvement
• Contribute to quality improvement initiatives by highlighting gaps and supporting process documentation
• Use dashboards (e.g., Zoho ManageEngine, ServiceNow, Jira) to extract performance insights
• Assist with the standardization of ticket documentation practices
• Collaborate with cross-functional teams to ensure consistency in incident reporting and documentation
• Full-time role with rotational shifts based on business requirements
• Collaborate with Service Desk leads and quality teams to translate data insights into actionable recommendations
• Assist in documenting known issues, process updates, and best practices to support continuous improvement initiatives
• Participate in team meetings and quality reviews, sharing insights that help drive service enhancements
• Track and analyze the volume and types of escalations to identify training needs for Service Desk staff
• Complete all other tasks deemed appropriate for the role and assigned by the manager/supervisor.

REQUIRED SKILLS

• Process Documentation skills
• Advanced Excel skills
• Ability to deep dive into numbers and draw conclusions
• Understanding of Root Cause Analysis
• Strong reasoning and analytical skills
• Time Management and prioritization
• Multi-tasking capabilities
• Ability to manage several priorities at once
• Ability to focus for long periods of time to determine a solution
• Strong communication skills (both written and verbal)
• Organize thoughts and communicate verbal messages appropriately to listeners and situations
• Demonstrated proficiency in grammar and typing skills
• Comfortable with repetitive tasks
• Good attention to detail and willingness to learn
• Ability to work independently
• Willingness to cooperate with others and work for the greater good.

REQUIRED EXPEREINCE & QUALIFICATIONS

• A year of phone, email, or chat support experience in IT Service Desk, Helpdesk, Technical Support, or US customer support experience
• Two years of data analysis and reporting or a Bachelor's degree in IT, Computer Science, Business, or a related field
• Familiar with ITIL and its processes, specifically those related to Service Request, Incident, Change, and Problem Management
• Knowledge of Customer Service principles and practices
• Familiarity with ITSM tools (e.g., Zoho Manage Engine, ServiceNow, Jira)
• Understanding of SLA metrics
• Experience in process documentation

DESIRED SKILLS & EXPERIENCE

• Analytics / Data analysis and reporting in a Call Center or Service Desk environment
• Work experience in the Pharma industry
• Knowledge of computer fundamentals, software/web application
• Strong troubleshooting skills.