Senior Service Desk Analyst

OVERVIEW:

Under general supervision, in a 24/7 online Service Desk (Semi-Technical), the Senior Quality Analyst, will be responsible to support training and quality improvement within the Service Desk Operations. This role will analyze, record, report on improvement areas of members, processes, knowledgebase, documentation, tools, train, work on priority tickets and would act as backup for Senior Quality and Production team members. This position will perform all other Service Desk related tasks as required.

DESCRIPTION:

• Develop thorough understanding on all the Products we support, Service Levels, tools, with other standard practices.
• Stay current with product information, review process changes, client updates, ensuring standard processes and procedures are followed and to record and report observed deviations, ensuring the best in class service delivery, at all time.
• Organize ideas and c...