Dimension Data

2 weeks ago

Service Desk Quality Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 18 hours agoStatus: Live

Job Summary

Audit and improve Service Desk performance by conducting quality reviews of agent and end-user support interactions. Monitor agent calls in a hybrid/return-to-office model, generate quality reports and dashboards using MS Excel, and provide feedback with tracked progress. Partner with Service Desk Operations and training teams to identify gaps, recommend remediation, and support targeted training that boosts technical knowledge and customer experience.

Location: Noida

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Conduct internal contact audits of Service Desk agents using predefined criteria and ensure findings are logged and tracked to closure.
•Run quality monitoring and oversight of agent calls, focusing on customer experience and technical/functional excellence.
•Generate quality reports and status dashboards, ensuring correctness in tools such as MS Excel and other systems.
•Provide ongoing on-the-floor support, deliver targeted training/educative programs, and facilitate improvements in agent technical knowledge and customer interaction skills.
•Identify quality gaps, recommend or implement remediation, and collaborate with stakeholders (e.g., Service Desk Operations and training) to drive performance improvements.

Key Requirements

•1-3 years of relevant experience or an equivalent combination of education and work experience.
•Advanced English skills and a basic understanding of infrastructure services business processes.
•Understanding of industry standards for customer service and basic knowledge of audit processes with analytical skills.
•Basic understanding of ITIL concepts for Incident and Request management.
•Demonstrated basic Excel skills.

Experience:1-3 years

Skills:AnalysisQuality managementStakeholder coordinationFeedbackRemediation

Languages:English

Tech Stack:MS ExcelITIL

Company Brief

Dimension Data

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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Dimension Data

2 weeks ago

Service Desk Quality Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 18 hours agoStatus: Live

Job Summary

Location: Noida

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Conduct internal contact audits of Service Desk agents using predefined criteria and ensure findings are logged and tracked to closure.
•Run quality monitoring and oversight of agent calls, focusing on customer experience and technical/functional excellence.
•Generate quality reports and status dashboards, ensuring correctness in tools such as MS Excel and other systems.
•Provide ongoing on-the-floor support, deliver targeted training/educative programs, and facilitate improvements in agent technical knowledge and customer interaction skills.
•Identify quality gaps, recommend or implement remediation, and collaborate with stakeholders (e.g., Service Desk Operations and training) to drive performance improvements.

Key Requirements

•1-3 years of relevant experience or an equivalent combination of education and work experience.
•Advanced English skills and a basic understanding of infrastructure services business processes.
•Understanding of industry standards for customer service and basic knowledge of audit processes with analytical skills.
•Basic understanding of ITIL concepts for Incident and Request management.
•Demonstrated basic Excel skills.

Experience:1-3 years

Skills:AnalysisQuality managementStakeholder coordinationFeedbackRemediation

Languages:English

Tech Stack:MS ExcelITIL

Company Brief

Dimension Data

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn