Service Desk Quality Monitoring Analyst

2 weeks ago

Navi Mumbai, Maharashtra, India Micropoint Computers Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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.

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