Service Desk Quality Analyst II: Elevate Customer Support

Dunhill Professional Search & Government Solutions; San Antonio (TX); On-site; USD 65,000 - 95,000; Full time

Job summary

Dunhill Professional Search & Government Solutions is seeking a Service Desk Quality Analyst to monitor IT service desk interactions and ensure high-quality customer support. The role involves analyzing performance trends, coaching agents, and improving CSAT and service efficiency.

Responsibilities include reviewing tickets and emails for accuracy and policy compliance, tracking KPIs, and driving process improvements across the service desk.

Qualifications

• Associate's Degree or equivalent relevant experience.
• IAT-1 certification preferred or obtainable (A+, Network+, Security+).
• US citizens with the ability to obtain a secret security clearance.
• 5-8 years of experience in call center, quality control, quality assurance and/or training.
• Professional Certifications or License preferred.

Responsibilities

• Monitor inbound/outbound tickets and emails for demeanor, accuracy, and policy compliance.
• Track KPIs such as first response time, average resolution time, and ticket volume.
• Provide constructive coaching to agents to improve support quality.
• Create and maintain criteria for measuring agent performance.
• Identify root causes of poor service performance and recommend solutions.

Skills

Quality assurance

Coaching

Analytical skills

Communication

Problem solving

Interpersonal skills

Training

Process improvement

Root cause analysis

Cross-team coordination

Education

Associate's Degree or Equivalent

Tools

JIRA

Ticketing software

Service Desk tools

Job description

Dunhill Professional Search & Government Solutions is seeking a Service Desk Quality Analyst to monitor IT service desk interactions and ensure high-quality customer support. The role involves analyzing performance trends, coaching agents, and improving CSAT and service efficiency.

Responsibilities include reviewing tickets and emails for accuracy and policy compliance, tracking KPIs, and driving process improvements across the service desk.