Quality Assurance Specialist

3 weeks ago


Cape Town, Western Cape, South Africa DLK Group (PTY) Ltd Full time

We are seeking a dedicated professional with a relevant National Diploma and ITIL certification to ensure the highest standards of service quality and performance within our IT Service Desk.

With 5 years of experience in a similar role, you will play a crucial role in monitoring, assessing, and enhancing the quality of our IT service delivery.

Key Responsibilities:

  1. Evaluate and Monitor IT Service Desk Operations: Ensure compliance with quality standards and ITIL best practices.
  2. Develop Quality Assurance Processes: Enhance service delivery and efficiency through the implementation of quality assurance processes and procedures.
  3. Conduct Regular Audits: Assess service desk performance, identify areas for improvement, and ensure adherence to service level agreements.
  4. Collaborate with IT Teams: Address quality issues, provide feedback, and drive continuous improvement initiatives.
  5. Prepare Reports: Present quality metrics, performance analysis, and service desk trends to support strategic decision-making.

Requirements:

  • Relevant National Diploma.
  • ITIL Certification.
  • 5 Years of Experience: As a Quality Assurance Analyst within an IT service desk environment.

Please submit your CV to the designated email address for this opportunity.



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