Key Responsibilities
Quality Assurance and Monitoring
o Monitor and evaluate service desk interactions (calls, chats, emails, and tickets) to ensure
compliance with quality standards and best practices.
o Review ticket documentation for accuracy, completeness, and adherence to ITIL-aligned processes.
o Identify trends in performance gaps and recommend targeted coaching or training.
Performance Reporting
o Develop and maintain quality scorecards and performance metrics for service desk agents.
o Generate regular reports on quality performance, customer satisfaction, and improvement
opportunities.
o Provide actionable insights to service desk leadership based on QA findings.
Process Improvement
o Collaborate with the service desk team to identify areas for process optimization.
o Contribute to the development and enhancement of standard operating procedures (SOPs) and
knowledge base articles.
o Work with stakeholders to refine escalation paths and incident-handling workflows.
Training and Development
o Provide feedback and coaching to service desk agents to improve their performance and adherence
to quality standards.
o Assist in designing and delivering training sessions on customer service, technical troubleshooting,
and documentation practices.
o Support onboarding programs for new hires by reinforcing quality expectations.
Customer Satisfaction Management
o Analyze customer satisfaction (CSAT) and Net Promoter Score (NPS) data to identify service
improvement opportunities.
o Act as an advocate for the end-user experience, ensuring the service desk maintains a customer-
centric approach.
o Recommend strategies to address recurring customer concerns or complaints.
Qualifications
Education –
o Bachelor’s degree in Information Technology, Business Administration, or a related field, or equivalent work
experience.
o Experience -2-4 years of experience in a service desk, IT support, or quality assurance role.
o Experience with ITSM tools (e.g., ServiceNow, Jira, BMC Remedy) and ticketing systems.
Skills –
Strong analytical and problem-solving skills.
o Excellent communication and interpersonal abilities.
o Ability to provide constructive feedback in a professional and motivating manner.
o Proficiency in using quality monitoring tools and reporting software.
o Familiarity with ITIL best practices and service desk operations.
o ITIL Foundation (v3/v4).
o Certified Quality Analyst (CQA) or similar certification. desirable
o CompTIA certifications (e.g., A+, Network+). desirable
Upman Placements is a firm of Researcher & Recruitment Specialists. The company started life in 2002 in India as a recruitment specialist firm. The company has built a stellar reputation for high ethical standards, a specialized focus and unparalleled service. Emerged As one of the only truly global specialized staffing firms focusing exclusively in professional positions for our clients spread across more than 20 countries with a sizable presence across industry levels. With footprints in competitive markets of India, Europe, United Kingdom, Middle East, Singapore, Malaysia, Philippines, Indonesia, Brunei and East & Central African countries.