Service Desk Quality Assurance Specialist
This role involves monitoring interactions between Service Desk agents and End Users, providing coaching to improve performance, and suggesting quality enhancements.
Key Responsibilities:
* Consistent monitoring of Service Desk agent interactions.
* Cross-functional collaboration to drive results.
* Coaching agents for improved performance and timely feedback.
* Updating knowledge articles and recommending improvements.
Requirements:
* 2+ years of IT Service Desk Level 1 experience.
* Excellent verbal and written communication skills in English.
* Bachelor's Degree in any field (desired).
* Good understanding of IT Service Desk Level 1 Support processes.
* MIS reporting and analytics skills.
* Able to resolve escalations and keep stakeholders informed.
We are an Equal Opportunity Employer.
We consider all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, or veteran status.