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 settings

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
Robust 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