Service Desk Quality Analyst | Pune

The Service Desk Quality Analyst supports the Service Desk operation by ensuring the accuracy, consistency, and quality of ticket handling and documentation. While this role primarily operates behind the scenes, it may occasionally involve handling service tickets to support operational needs or gain deeper insight into service patterns. Key responsibilities include reviewing ticket coding for accuracy, interpreting dashboards, identifying recurring issues, and converting data into actionable insights for service leads. Tasks involve auditing tickets, flagging miscategorized entries, reporting on Service Level Agreement (SLA) compliance, monitoring backlog trends, and assisting problem management through thorough data analysis. Acting as an extension of the quality function, this role plays a critical part in enhancing ticket hygiene, improving team performance, and delivering operational insights that drive continuous service desk improvements.

DESCRIPTION

The Service Desk Quality Analyst is a mid-level role that works closely with the Service Desk team and leadership to:

Monitor incoming new tickets in the Service Desk system to ensure timely and accurate assignment to the appropriate team members

Monitor incoming escalations to promptly identify high-priority or complex issues requiring immediate attention from Senior Analysts or Service Desk management

Maintain real-time oversight of ticket queues and escalation paths to prevent bottlenecks and service delays

Provide backup support to Service Desk Analysts by handling tickets as needed during peak periods, absences, or resource shortages, helping maintain consistent service levels

Review and audit service desk tickets for coding accuracy and categorization

Identify and flag misclassified or incomplete entries

Monitor SLA compliance and generate weekly/monthly performance reports

Analyze incident and request trends to identify recurring issues and opportunities for automation or documentation improvements

Track backlog trends and report on resolution times

Provide support in problem management by conducting comprehensive, data-driven root cause analysis

Interpret dashboards and translate technical data into clear, actionable insights for service improvement

Contribute to quality improvement initiatives by highlighting gaps and supporting process documentation

Use dashboards (e.g., Zoho ManageEngine, ServiceNow, Jira) to extract performance insights

Assist with the standardization of ticket documentation practices

Collaborate with cross-functional teams to ensure consistency in incident reporting and documentation

Full-time role with rotational shifts based on business requirements

Collaborate with Service Desk leads and quality teams to translate data insights into actionable recommendations

Assist in documenting known issues, process updates, and best practices to support continuous improvement initiatives

Participate in team meetings and quality reviews, sharing insights that help drive service enhancements

Track and analyze the volume and types of escalations to identify training needs for Service Desk staff

Complete all other tasks deemed appropriate for the role and assigned by the manager/supervisor.

REQUIRED SKILLS

Process Documentation skills

Advanced Excel skills

Ability to deep dive into numbers and draw conclusions

Understanding of Root Cause Analysis

Strong reasoning and analytical skills

Time Management and prioritization

Multi-tasking capabilities

Ability to manage several priorities at once

Ability to focus for long periods of time to determine a solution

Strong communication skills (both written and verbal)

Organize thoughts and communicate verbal messages appropriately to listeners and situations

Demonstrated proficiency in grammar and typing skills

Comfortable with repetitive tasks

Good attention to detail and willingness to learn

Ability to work independently

Willingness to cooperate with others and work for the greater good.

REQUIRED EXPEREINCE & QUALIFICATIONS

A year of phone, email, or chat support experience in IT Service Desk, Helpdesk, Technical Support, or US customer support experience

Two years of data analysis and reporting or a Bachelor’s degree in IT, Computer Science, Business, or a related field

Familiar with ITIL and its processes, specifically those related to Service Request, Incident, Change, and Problem Management

Knowledge of Customer Service principles and practices

Familiarity with ITSM tools (e.g., Zoho Manage Engine, ServiceNow, Jira)

Understanding of SLA metrics

Experience in process documentation

DESIRED SKILLS & EXPERIENCE

Analytics / Data analysis and reporting in a Call Center or Service Desk environment

Work experience in the Pharma industry

Knowledge of computer fundamentals, software/web application

Strong troubleshooting skills.