Service Desk Quality Analyst

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Service Desk Quality Analyst

Location: Ottawa
Job Code: MGT-006
Published On: March 22, 2018
Number of Openings: 1

Position Description:

Established in 1993, Nova Networks Inc. has grown to become one of the most respected information technology firms in Canada. Nova Networks is currently looking for a Service Desk Quality Analyst. The Service Desk Quality Analyst is responsible for assessing the quality of Service Desk agents’ calls and ticket documentation and assisting the agent to improve. Responsibilities include:
  • Listen to call recordings and evaluate the agents performance on the call using Nova’s standard evaluation scorecard
  • Review Service Desk tickets and evaluate the quality of the documentation
  • Work closely with the Service Desk Quality Manager
  • Work with agents as requested by the Quality Manager to assist them to improve
  • Prepare reports for management showing progress for agents over time
  • Other duties as assigned

Candidate Requirements:

  • 2+ years’ experience in a Service Desk agent or lead role or quality review role
  • Must know ITIL very well
  • Must have excellent communication (English written and oral)
  • Have the ability to work independently (self-starter)
  • Have the skill to mentor others to improve themselves
  • Have the ability to obtain Government of Canada security clearance
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