Service Desk Quality Assurance Executive

4 days ago

Pune, India ESP Global Full time

**GSD - Quality Analyst (Service Desk - Quality Assurance Executive) - Kharadi (Pune)**

**About**
We are ESP Global Services and we’ve been providing IT Services and infrastructure solutions from past 30 years and we are expanding our team in India to support many of our global clients. We are currently recruiting for a Service Desk
- Quality Assurance Executive and looking for individuals who are up for the next challenge of their career.

If you have experience and working as Service Desk Analyst / Service Desk Quality Analyst /Service Desk QA /Service Desk Quality Audit/ Service Desk Quality Assurance and flexible to work a shift pattern. Then we would like to hear from you.

Our recruitment team will connect with you to talk for the opportunity, our culture and how we can assist you in your career development. Connect with us today

**Role Purpose**

To undertake ESP’s Quality Management Audit process across ESP’s Global Service Desks on a monthly basis, identifying persistent quality concerns and training issues to ensure that high standards of customer service are maintained, tickets are scoped and logged accurately and appropriate processes are followed throughout the ticket lifecycle.
- On a monthly basis, complete the ESP Quality Management Audit process for each member of the Global Service Desks by sampling and scoring a minimum of 5 ticket examples against 20 predefined quality criteria, providing commentary and feedback on any identified quality gaps.
- Document each audit in the QMS Audit Template and upload them to the GSD Management SharePoint each month.
- Record audit scores for each Analyst within the GSD Quality Management Tracker.
- Conduct regular meetings with Global Service Desk Management to feedback on quality trends and recommend actions to improve quality.
- Identify and highlight persistent quality concerns to the Head of Global Service Desks and / or Global Service Desk Team Leader(s)
- Complete ad-hoc quality reports and analysis as requested by Global Service Desk Management.

**Desired**:

- We are looking for 2-4 years of experience who must have worked in **Service Desk Quality Assurance or Service Desk Quality Analyst or Service Desk Quality Audit** role.
- Should have at least 2 years of experience of** **Managing Service Desk role effectively.
- Knowledge of ITSM ticket management systems, preferably **ServiceNow** tool.
- Excellent knowledge of Microsoft Office products.
- Excellent Interpersonal skills; ability to communicate Internally and externally at all levels.
- Strong in written and verbal communication skills.

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