Service Desk Quality Analyst (IT Service Delivery)

Role Overview

Responsible for monitoring service delivery quality, ensuring compliance with ITIL standards and SLAs, identifying process gaps, and driving continuous improvement across IT service operations. Key Responsibilities

Quality Monitoring

Review service desk tickets (Incidents, Changes, Problems) for SLA, KPI, and ITIL compliance

Evaluate customer interactions (calls, chats, emails) for accuracy, quality, and professionalism

Process Improvement

Identify recurring issues and process gaps

Recommend and implement corrective and preventive actions

Quality Assurance Framework

Define and maintain quality standards, guidelines, and procedures

Collaborate with cross-functional teams to improve service delivery processes

Root Cause Analysis

Investigate quality issues and identify root causes

Work with relevant teams to implement fixes and prevent recurrence

Audits & Compliance

Conduct regular process audits

Ensure adherence to internal standards, ITIL practices, and applicable regulations

Maintain audit documentation

Vendor Quality Management

Evaluate vendor performance against quality standards

Work with vendors to address and improve quality issues





Continuous Improvement

Drive initiatives using quality methodologies (e.g., Six Sigma, Lean)

Promote a quality-focused culture within teams

Training & Enablement

Support training on quality standards and best practices

Reporting & Analysis

Analyze quality metrics and trends

Prepare reports and present insights to stakeholders Requirements

Experience

5–8 years of experience in quality assurance / process quality within IT service delivery

Experience working with service desk or IT operations environments

Certifications

ITIL V3 Intermediate or ITIL 4 Certified

CQA / CQE (preferred)

Technical Skills

Knowledge of ITIL practices and Service Level Management (SLM)

Familiarity with quality frameworks (ISO 9001 or similar)

Experience with quality tools (e.g., FMEA, Pareto Analysis, Control Charts)

Exposure to data analysis tools (e.g., Minitab, JMP)

Basic understanding of SIEM and reporting tools

Skills

Solid analytical and problem-solving skills

Transparent communication and reporting ability

Attention to detail

Ability to work cross-functionally

📌 It Quality & Audit Analyst Mumbai
🏢 Lenovo India
📍 Mumbai