Infra Tech Support Practitioner

Location: Gurugram

Experience: 2+ Years

Shift: 24x7 Rotational Shifts

Work mode: Work From Office

Employment Type: Full Time

Role Overview

• We are seeking a detail-oriented and analytical Service Desk Quality Analyst to join our team.;
• The successful candidate will be responsible for monitoring, evaluating, and improving the quality of service delivered by the Service Desk team.;
• This role requires strong analytical skills, stakeholder management, coaching abilities, and a passion for driving continuous improvement and customer satisfaction.

Key Responsibilities

• Conduct quality audits of Service Desk interactions including calls, chats, emails, tickets, and case documentation.
• Evaluate adherence to established quality standards, processes, and compliance requirements.
• Provide timely and constructive feedback to agents and support teams to improve service quality.
• Perform Root Cause Analysis (RCA) on quality gaps, recurring issues, and customer dissatisfaction trends.
• Analyze CSAT and DSAT feedback and identify improvement opportunities.
• Facilitate calibration sessions with operations and stakeholders to ensure scoring consistency.
• Monitor process compliance and identify areas of risk or deviation.
• Review and validate knowledge articles and process documentation for accuracy and completeness.
• Prepare and maintain quality reports, dashboards, scorecards, and performance insights.
• Present quality findings, trends, and recommendations to leadership and stakeholders.
• Support internal and client-facing quality reviews and governance meetings.
• Drive Continuous Improvement (CI) initiatives aimed at improving quality, efficiency, and customer experience.
• Collaborate with Service Desk Operations, Training, and Support teams to implement corrective and preventive actions.
• Identify automation opportunities to improve quality monitoring and reporting processes.

Required Skills Qualifications

• Minimum 2 years of experience in Service Desk, Quality Assurance, Quality Monitoring, or a similar role.
• Strong understanding of IT Service Desk operations and support processes.
• Experience conducting transaction, ticket, call, chat, and email audits.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to provide coaching and developmental feedback.
• Strong attention to detail and process orientation.
• Experience creating reports and presenting insights to stakeholders.
• Proficiency in Microsoft Excel and PowerPoint.
• Ability to work independently in a fast-paced environment.