Job Posting - IT Service Desk QA & Project Coordinator L1

Salary range:

Location:

Role: IT Service Desk Quality Analyst & Project Co-Ordinator

Role Overview: Palmiq is seeking a dedicated IT Service Desk Quality Analyst to ensure the highest standards of service delivery across our MSP operations. This role is critical to maintaining process integrity and driving continuous improvement across our tiered support structure. The QA will act as the independent auditor of our workflows, ensuring that our technical teams consistently meet Palmiq’s standards for operational excellence, client satisfaction, and overall project health.

Experience Requirement:

- Minimum of 1-2 years of experience as a L1/Quality Analyst within a technical MSP or IT Service Desk setting.

Key Responsibilities:

- MSP Process Integrity & Project Management: Serve as the primary checkpoint for Palmiq’s operational workflows, ensuring seamless execution of standard operating procedures (SOPs) and tracking professional projects health throughout till completion.
- Workflow & Data Auditing: Independently audit case documentation, ticket creation, and priority assignments to ensure data integrity and accuracy across the lifecycle of an incident.
- Escalation Audits & Quality Control: Review high-level escalations to ensure smooth, ITIL-compliant ticket transitions between tiers and partners, focusing on systemic process improvements and promoting a blameless culture.
- ITIL Standards & Continual Improvement: Enforce best practices across Incident, Problem, and Change Management.



Identify recurring trends and partner with the team to implement continuous service improvements.
- Client Pulse & Operational Transparency: Assist in maintaining meeting formats and follow-up cadences for client-facing calls to ensure transparency and high client satisfaction.
- Survey Analysis: Analyze all DSATs & Mid SATs seeking improvement opportunities followed by constructive feedback to support groups.

Qualifications:

- Background in IT Service Management, Quality Assurance, or IT Operations.
- Solid understanding of ITIL v4 frameworks and metrics-driven performance evaluation.
- Experience with ITSM tools (SuperOps, Zoho Servicenow, etc.) and workflow management.
- Exceptional analytical skills with a focus on root-cause analysis (e.g., 5 Whys, Pareto, FMEA).
- Solid communication skills, with the ability to provide constructive, process-focused feedback to technical teams.

While expert-level engineering is not required, a foundational understanding of core enterprise IT technologies (e.g., MS 365, Microsoft Intune, Active Directory, Cybersecurity, alongside project coordination skills is expected to effectively evaluate technical workflows.

Role: IT Support Specialist (L1)

Industry Type: Emerging Technologies (SOC/NOC & Cloud)

Department: Technical Service Delivery & Engineering

Employment Type: Full Time, Permanent

Role Category: Engineering

Education

UG: B.Tech / B.E. in Any Specialization

Pay: ₹45,000.00 - ₹75,000.00 per month

Benefits:

- Health insurance

Work Location: In person

📌 IT Service Desk QA & Project Coordinator (Hyderabad)
🏢 Hi-Tech City
📍 Hyderabad