Service Desk Quality Analyst & Training Development

Requirements

Quality Assurance & Ticket Review

• Conduct daily audits of Service Desk tickets to ensure accuracy, completeness, and adherence to process standards
  
• Monitor SLA compliance and identify trends impacting response and resolution times
  
• Ensure proper documentation, categorization, and resolution quality
  
• Identify process gaps, recurring issues, and coaching opportunities
  
• Reassign or escalate tickets when necessary to maintain service quality
  
• Produce end -of -day and periodic QA performance reports
  

Training & Development

• Develop and deliver Service Desk training programs for new hires and existing staff
  
• Create structured onboarding materials and refresher training sessions
  
• Identify skill gaps based on QA findings and develop targeted improvement plans
  
• Maintain training documentation and learning resources
  
• Support continuous education initiatives to improve service consistency
  

Technical Writing & Documentation

• Create, edit, and maintain internal IT documentation and knowledge base articles
  
• Develop SOPs, process documentation, and troubleshooting guides
  
• Standardize documentation formats and quality standards
  
• Collaborate with technical teams to document new tools, processes, and workflows
  
• Ensure documentation is clear, accurate, and accessible
  

Required Qualifications

• Experience working in a Service Desk or IT Support environment
  
• Strong attention to detail with the ability to identify process gaps and inconsistencies
  
• Experience with ticketing systems such as Jira, ServiceNow, Zendesk, Freshdesk, or similar
  
• Ability to evaluate ticket quality and SLA compliance
  
• Strong written communication skills for reporting and documentation creation
  
• Analytical mindset with the ability to identify patterns and trends
  
• Strong ownership, accountability, and follow -through
  
• Ability to work independently and manage daily deliverables
  

Preferred Qualifications

• Experience developing or delivering technical training programs
  
• Technical writing or documentation experience
  
• Knowledge of Active Directory and basic user account management
  
• Understanding of computer hardware, networking fundamentals, and remote support tools
  
• Entry -level IT certifications such as CompTIA A+
  

Core Competencies

• Process improvement orientation
  
• Coaching and mentoring mindset
  
• Organizational skills
  
• Clear written and verbal communication
  
• Data -driven decision -making
  

Benefits