Candidate should be willing to start working in C2H model, then move to direct payroll after BGV clearance and available for Walk-In F2F interview on 16th July 2026.
Role Descriptions: Perform QA reviews of Service Requests to ensure compliance with ITIL processes| SOPs| SLAs| and client policies. Act as SME for Service Requests| providing guidance and resolution support to L1 agents. Validate approvals| security adherence| documentation completeness| and audit evidence within ServiceNow tickets. Handle voice interactions with client users for request clarification| escalations| and process guidance. Manage and support L1L1.5 Incident handling| including correct logging| prioritization| and escalation. Identify recurring quality gaps and recommend process| SOP| or knowledge article improvements.
Coach and mentor Service Desk agents based on QA findings and performance observations. Ensure continuous adherence to client governance standards| compliance requirements| and service quality benchmarks.
Essential Skills: Overall experience as a Service Desk Analyst QA SME in an ITIL based Service Desk environment. Solid hands on experience in quality review (QA) of Service Requests| ensuring adherence to defined processes and SOPs. Proven Subject Matter Expertise (SME) in common Service Requests such as access management| software installation| password resets| and asset requests. Good working knowledge of ServiceNow ITSM| including RITMs| Catalog Tasks| approvals| SLAs| and workflows. Solid understanding of ITIL Request Fulfilment and Incident Management (L1L1.5) processes. Strong awareness of process compliance| security controls| and audit requirements in client environments. Experience handling voice based client inter
📌 Service Desk (Chennai)
🏢 BRIX CONSULTANTS
📍 Chennai
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