SERVICE DESK QA @ ALBIREO RECRUITERS
We are seeking a dedicated Service Desk Quality Analyst (QA) to join our team in Noida. This role is critical in maintaining the highest standards of service delivery within our IT operations. The successful candidate will be responsible for overseeing quality monitoring, conducting thorough audits of service desk interactions, and ensuring that all ITIL processes are executed correctly. You will work closely with the service desk team to identify performance trends and provide actionable insights through comprehensive analytics and reporting.
The ideal candidate will have extensive experience with ServiceNow and a deep understanding of ITSM and incident management. Beyond technical skills, we are looking for someone with exceptional communication abilities who can effectively collaborate across departments to improve service mapping and CMDB accuracy. This is a dynamic role that requires a proactive approach to quality assurance and a commitment to continuous improvement in a fast-paced technical environment. Candidates should be prepared for a walk-in interview on the 28th of February.
The ideal candidate will have extensive experience with ServiceNow and a deep understanding of ITSM and incident management. Beyond technical skills, we are looking for someone with exceptional communication abilities who can effectively collaborate across departments to improve service mapping and CMDB accuracy. This is a dynamic role that requires a proactive approach to quality assurance and a commitment to continuous improvement in a fast-paced technical environment. Candidates should be prepared for a walk-in interview on the 28th of February.
Key Requirements
4 to 6 years of professional experience in Quality Analysis or a similar role.
Strong knowledge of ITIL processes and frameworks.
Proven experience working in a Service Desk environment.
Hands-on experience with ServiceNow platform.
Ability to conduct quality monitoring and detailed audit processes.
Proficiency in performance analytics and operational reporting.
Excellent analytical and problem-solving capabilities.
Strong verbal and written communication skills for stakeholder management.
Knowledge of Configuration Management Database (CMDB) and Service Mapping.
Familiarity with ITSM and Incident Management protocols.
Ability to work in a fast-paced environment and meet audit deadlines.