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
Explicit communication and reporting ability
Attention to detail
Ability to work cross-functionally

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