OVERVIEW:

Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Senior Quality Analyst, will be responsible to support training and quality improvement within the Service Desk Operations. This role will analyze, record, report on improvement areas of members, processes, knowledgebase, documentation, tools, train, work on priority tickets and would act as backup for Senior Quality and Production team members. This position will perform all other Service Desk related tasks as required.

DESCRIPTION:

Develop thorough understanding on all the Products we support, Service Levels, tools, with other standard practices.
Stay current with product information, review process changes, client updates, ensuring standard processes and procedures are followed and to record and report observed deviations, ensuring the best in class service delivery, at all time.
Organize ideas and communicate oral messages appropriate to listeners and situations.
Daily responsibilities may include review of tickets, surveys, retraining, responding to escalations and priority tasks, tickets, feedbacks to Service Desk Analyst, Service Desk Analyst II, Senior Service Desk Analyst ensuring set practices, quality parameters were followed.
Identifying and suggesting
Driving touch points from surveys, by reviewing and tracking its progress.
Suggesting long term solutions to repetitive scenarios.
Discuss shift specific observations with respective floor supervisor, to minimize repetition.
Should be able to motivate, develop and mentor team members in a dynamically changing environment.
Assist members timely, with their challenges, ensuring quality of delivery and user experience is always met.
Conduct Bi-monthly refresher training, involving responsible members, to communicate appropriate solutions, assisting them to overcome and improve.
Generate comprehensive and detailed reports about individual performance and training records.
Act as a backup to Senior Analysts, Team Leads, Quality Leads, as required.
Complete all other tasks that are deemed appropriate for your role and assigned by your manager.

REQUIRED SKILLS:

Basic knowledge of IT infrastructure and its component functionalities.
Multi-tasking capabilities.
Strong written communication and analytical skills.
Knowledge of customer service principles and practices.
Inspire and motivate teamwork for achieving goals.
Be open to new ideas coming from team members.
Ability to mentor and provide feedback.
Ability to work with cross departments.
Solution Oriented.

REQUIRED EXPERIENCE AND QUALIFICATIONS:

Minimum Bachelor's degree or equivalent experience.
3+ years of Senior IT Service Desk Helpdesk Technical Support Quality Analyst experience.

DESIRED SKILLS AND EXPERIENCE:

ITIL V3 Foundation.

Senior Service Desk Analyst