Service Desk Analyst

DMI is looking for a Service Desk Quality Analyst to support a federal customer in the DC Metro area. Manage a Quality Assurance Program to ensure the Service Desk is delivering quality support, review tickets, and coach. Identify trends and create clear actionable plans to effectively improve quality of service.

Requirements

• Manage a Quality Assurance Program to ensure the Service Desk is delivering quality support
• Review tickets, recorded calls, and coach
• Identify trends and create clear actionable plans to effectively improve quality of service
• Oversee Quality Assurance activities and track performance against customer requirements
• Provide oversight for health of tickets and hold agents accountable
• Review tickets and performance metrics to implement corrective action as necessary
• Manage operational reports and make Service Desk quality improvement recommendations
• Identify and assess quality issues, determine root cause, and communicate appropriately to management and customers
• Partner with Human Resource to achieve recruiting and staffing levels to meet demands, develop employee retention strategies, and assist in employee training and development
• Continually improve the quality and cost effectiveness of IT services
• Address IT service performance that is not meeting expectations
• Incident, Call Interaction, E-mail/Chat, and KPI monitoring
• Develop and manage a structured training plan for all service desk staff
• Maintain constant flow of communication to all sites, management, and customers
• Ability to work in a distributed and cross functional team environment

Benefits

• Generous 401(k) matches
• Life and disability insurance
• Financial wellness tools
• Annual performance reviews
• Tuition assistance
• Internal career growth opportunities
• Annual awards
• Service anniversaries
• Referral bonuses
• Peer-to-peer shoutouts