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IT Service Desk QA Analyst

  • Prakhar Softwares Solutions Pvt.Ltd
  • Delhi / NCR
Skills : IT Service Desk,Quality Assurance,QA Analyst,IT Support,ITSM,Ticketing Systems,Performance Evaluation

Description :

Title - IT Service Desk  QA Analyst

Exp = 3 - 8 years

Location - Delhi

Responsibilities:

Quality Assurance: Conduct regular audits and assessments of IT service desk interactions, including phone calls, emails, and ticket resolutions, to ensure compliance with established quality standards.

Performance Evaluation: Monitor key performance indicators (KPIs) such as average response time, resolution time, first call resolution rate, and customer satisfaction scores to identify areas for improvement.

Feedback and Coaching: Provide constructive feedback and coaching to service desk agents based on QA evaluations, helping them improve their technical skills, communication abilities, and customer service etiquette.

Process Improvement: Collaborate with IT service desk managers and stakeholders to identify process gaps, inefficiencies, and areas for improvement, and recommend and implement solutions to enhance overall service delivery.

Documentation and Reporting: Maintain accurate records of QA evaluations, trends, and performance metrics, and generate comprehensive reports to communicate findings and recommendations to relevant stakeholders.

Training and Development: Assist in the development and delivery of training programs and materials for service desk agents to enhance their technical knowledge, troubleshooting skills, and customer service capabilities.

Job Overview

  • Posted date : 2024-05-09
  • Location : Delhi / NCR
  • Vacancy : 3
  • Job nature : Full Time
  • Salary : Not Disclosed
  • Job Shift : Morning

Company Information

Prakhar Softwares Solutions Pvt.Ltd

Prakhar Softwares Solutions is a CMMI Level 3 , ISO 9001:2015, ISO 27001:2013 certified company dealing in multiple projects including software development, Staffing Management, Recruitment Process Outsourcing, E-governance. We have 10 offices across India and working for various e-governance projects of National Importance.

  • Name: Sahasha Namdeo
  • Web : prakharsoftwares.com
  • Email: info@prakharsoftwares.com