Service Desk Quality Assurance Analyst

About the Job:
To undertake ESP s Quality Management Audit process across ESP s Global Service Desks monthly, identifying persistent quality concerns and training issues to ensure that high standards of customer service are maintained, tickets are scoped and logged accurately, and appropriate processes are followed throughout the ticket lifecycle.

• On a monthly basis, complete the ESP Quality Management Audit process for each member of the Global Service Desks by sampling and scoring a minimum of 5 ticket examples against 20 predefined quality criteria, providing commentary and feedback on any identified quality gaps.
• Document each audit in the QMS Audit Template and upload them to the GSD Management SharePoint each month.
• Record audit scores for each Analyst within the GSD Quality Management Tracker
• Conduct regular meetings with Global Service Desk Management to feedback on quality trends and recommend actions to improve quality.
• Identify and highlight persistent quality concerns to the Head of Global Service Desks and / or Global Service Desk Team Leader(s).
• Complete ad-hoc quality reports and analysis as requested by Global Service Desk Management.

• At least 18 months Managed Service Desk experience for role holder to perform fully and effectively in the job.
• Knowledge of ITSM ticket management systems, preferably ServiceNow
• Excellent knowledge of Microsoft Office products.
• Excellent Interpersonal skills, ability to communicate Internally and externally at all levels.
• Strong written and verbal communication skills.