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.

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