Service Desk Quality Assurance Analyst
Kforce Inc.
Job Info
RESPONSIBILITIES:
Kforce has a client that is seeking a Service Desk Quality Assurance Analyst in Herndon, VA.Duties Include:- Service Desk Quality Assurance Analyst will conduct quality assessments of incident and service request tickets
- Log findings from quality reviews of critical, high, and moderate tickets
- Perform reporting and analysis of customer satisfaction through survey feedback for leadership and customer review
- Develop subject matter expertise as a member of the quality team
- Conduct quality reviews of SD related standard operating procedures, knowledge base articles and other materials for effectiveness, and takes prompt action to address knowledge design issues, as necessary
- As a Service Desk Quality Assurance Analyst, you will adhere to standard practices as documented, presenting ideas for improvement where a benefit exists
- Log and track action items as assigned or as needed to support completion or resolution and report accomplishments
- Perform and utilize gap analysis, root cause analysis and other quality management techniques to diagnose issues and events that impact SLA events and service delivery
- Provide support to other operations team members, such as network services, engineering, system operations, and/or applications teams to facilitate the adherence to quality standards for ticket logging across the escalation/resolution path
- Collaborate with SD leaders, Tier 2 and Tier 3 teams, operations team members, SD analysts and trainers, knowledge, and quality analysts to perform analysis, uncover opportunities for improvement, and provide support
REQUIREMENTS:
- Bachelor's degree and 2-4 years of experience or MS degree with 0-2 years of experience or High School diploma/equivalent and minimum 6 years of experience
- ITILv3 or ITILv4 Foundation Certification or higher required
- 1 year of help desk/contact center/SD experience with quality monitoring
- Demonstrated attention to detail in daily activities and reporting
- Demonstrated ability to identify and communicate quality deficiencies in formal and informal business settings
- Demonstrated experience and confidence presenting information in meetings with client and various levels of executive leadership
- Ability to work in a high-performance environment with stringent government performance expectations
- Willingness to go above and beyond to get the job done
- Highly dependable with a proactive and team-oriented work posture
- Applicants must be fully authorized to work in the U.S. without sponsorship
- Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information
- Previous experience using ServiceNow highly desirable
- Experience working in government IT environments preferred
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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