Service Desk Quality Analyst | Pune

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

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

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

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

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

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  Review and audit service desk tickets for coding accuracy and categorization

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  Identify and flag misclassified or incomplete entries

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  Monitor SLA compliance and generate weekly/monthly performance reports

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

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  Track backlog trends and report on resolution times

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

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

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

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

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  Assist with the standardization of ticket documentation practices

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

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  Full-time role with rotational shifts based on business requirements

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

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

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

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

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

• 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.

• 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

• 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.