ISSRRN0001428 - Infra Tech Support Practitioner Copy 01
Accenture · Bengaluru · onsite · Posted 65d ago
Not disclosed2–4 yrsfulltimeSourced from
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About this role
Location: Bengaluru
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.
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.
Sourced from foundit
Skills
Quality Monitoringemail auditsService Desk Quality AssuranceProblem Solvinganalytical thinkingPowerpointIT Service Desk Operationsexcel
About Accenture
Accenture
IT Services & Consulting
350k+
employees
1989
37 years old
Dublin
Ireland
About
Accenture plc is an Irish-American, professional services company based in Dublin, specializing in information technology services and consulting.
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