Junior Service Desk Quality Analyst

2 weeks ago

Midrand, South Africa Advanced Projects and People Full time

The main purpose of the role is to recommend, implement, and monitor preventative and corrective actions to ensure that quality standards with the Service Desk environment is achieved.

**Duties and Responsibilities**

The Junior Service Desk Quality Analyst will be required to execute the following duties and responsibilities, but not limited to the below.
- Monitoring, reviewing, and scoring help desk calls and tickets on a daily basis to ensure quality standards is maintained.
- Setting up and conducting coaching and remediation sessions with
- Service Desk Consultants to verify awareness of standards and processes and facilitate improvement.
- Mentoring Service Desk Consultants and providing feedback to Team Leader and Account Manger along with Senior Service Desk Quality Analyst.
- Providing feedback of calls monitored.
- Conducting training on technical and all applicable IT service desk processes.
- Assessing agents performance and providing performance stats reports to the Team Leader and Account Manager.
- Adhering to the Service Level Agreement.
- Supporting the agents on day to day activities to ensure faster resolution

**Desired Experience & Qualification**
- 2-3 years’ quality management experience with an IT environment
- Degree in Information Technology or relevant qualification
- Incident Management skills.
- Excellent communication and organisational skills.
- Excellent analytical and problem-solving skills.
- Root cause and problem-solving skills
- Quality service delivery standards.
- Strong Communication Skills
- Problem solving Skills
- Time Management Skills
- Organisation skills
- Ability to work with people
- Reporting Skills

**Job Types**: Full-time, Temporary

Ability to Commute:

- Midrand, Gauteng (required)

Ability to Relocate:

- Midrand, Gauteng: Relocate before starting work (preferred)

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