NTT

2 months ago

Quality & Performance Analyst - Service Desk

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Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Audit and monitor Service Desk agent interactions with end users, ensuring quality, technical accuracy, and strong customer experience. Run quality controls, periodic audits, and performance dashboards, then provide feedback and insights to drive agent and account improvements. Provide on-the-floor support, track findings to closure, and support targeted training/educative programs to raise service and quality levels for teams in Noida.

Location: Noida

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Entry level

Key Responsibilities

•Conduct internal contact audits of Service Desk agents on predefined criteria across determined channels.
•Ensure audit findings are logged and tracked through closure, and identify quality gaps with remediation recommendations.
•Coordinate with stakeholders (e.g., Service Desk Operations and training) and use audit results to improve agent and account performance.
•Provide periodic feedback to agents and track progress on performance improvements.
•Generate and maintain quality management status dashboards, ensuring correctness on tools such as MS Excel, and support ad-hoc project tasks as needed.

Key Requirements

•1-3 years of relevant experience (or equivalent combination of education and work experience).
•Advanced English skills.
•Basic understanding of Infrastructure Services business processes.
•Understanding of industry standards of customer service and basic knowledge of audit processes with analytical skills.
•Basic understanding of ITIL concepts for Incident and Request management, plus demonstrated Excel skills.

Experience:1-3 yearsCustomer serviceService deskInfrastructure services

Skills:Analytical skillsCustomer interaction skillsStakeholder coordinationQuality improvementCommunication

Languages:English

Tech Stack:MS ExcelExcelITILIncident managementRequest management

Company Brief

NTT

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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NTT