Role & responsibilities

• Learn standard practices in Service Desk and other areas, such as training and technical documentation, service desk support to provide backup coverage and strengthen the team in times of high frequency.
• Successfully complete all training.
• Conduct quality assessments of incident and service request tickets.
• Log findings from quality reviews of critical, high, and moderate tickets.
• Analyze customer survey data and prepare reports on customer satisfaction for leadership.
• Prepare and present reports that demonstrate current state and thorough analysis of quality metrics.
• Recommend options for improvement and execute action plans to address findings.
• Collaborate with all tiers of support to maintain a high level of customer satisfaction and continually improve the quality of service throughout the service life cycle.
• Develop subject matter expertise as a member of the quality team.
• Conduct quality reviews of service desk-related standard operating procedures, knowledge base articles and other materials for effectiveness, and takes prompt action to address knowledge design issues, as necessary.
• Adhere to standard practices as documented, presenting ideas for improvement where a benefit exists.
• Log and track action items as assigned or as needed to support completion or resolution and report accomplishments