Overview
Service Desk QA Jobs in Pune City, Maharashtra, India at NAZZTEC
Title: Service Desk QA
Company: NAZZTEC
Location: Pune City, Maharashtra, India
We are hiring for Service Desk QA
Location Pune
Experience 6+ Years
Job Summary
We are hiring a Service Desk QA professional to monitor and improve service desk quality processes and ensure SLA adherence.
Key Responsibilities
- Perform quality audits for service desk interactions.
- Review tickets, calls, and incident records.
- Ensure compliance with SOPs and SLAs.
- Prepare QA reports and dashboards.
- Identify improvement opportunities.
- Conduct feedback and coaching sessions.
- Monitor customer satisfaction metrics.
- Coordinate with operations teams.
Required Skills
- Service Desk operations
- Quality assurance processes
- ITIL knowledge
- Audit and reporting
- SLA monitoring
- Incident management
- Communication skills
Preferred Skills
- QA certification
- Experience in IT support environments
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