Service Desk QA

Role: Service Desk QA

Location: Bangalore, Chennai

Exp: 3-6 yrs

Mode of interview : Virtual

Must Have Skills:

1. Strong analytical, communication, and presentation skills; precise written documentation
2. Experience auditing ticket quality, call/chat/email interactions, and KB/article effectiveness
3. Ability to identify/diagnose issues, categorize/record deviations, and advise on corrective actions
4. Problem-solving with coaching mindset; collaborate with Lead for upskilling and productivity
5. Time management; multi-tasking; work with minimum supervision and quick learning skills
6. Interpersonal and negotiation skills for calibration and stakeholder consensus Technical and system expertise (networking, active directory, DNS)
7. Problem-solving and troubleshooting abilities
8. Time management
9. Teamwork and collaboration
10. Identify and diagnose issues and problems
11. Categorize and record reported queries and provide solutions
12. Support problem identification

Good to have:

1. Well organized with ability to multi-task and work with minimum supervision with quick learning skills.
2. Strong interpersonal and negotiation skills. Collaborate with cross-functional teams to identify and resolve technical issues
3. Designed or operated a QA framework (scorecards, rubrics, sampling plans, calibration sessions)
4. Experience with LMS, train-the-trainer, onboarding bootcamps, and refresher programs