IT Service Desk Analyst/SME/QA

Role Overview

The IT Service Desk Analyst / QA / SME provides technical support and service quality oversight within an international client support environment. The role combines incident and service request management with quality assurance, technical case review, escalation support, and subject matter expertise.The successful candidate will help ensure consistent service delivery, compliance with established procedures, and achievement of service-level and performance targets. The role also supports team development through coaching, process guidance, knowledge sharing, and continuous improvement initiatives.

Key Responsibilities

IT Service Desk & Technical Support

• Handle technical inquiries, incidents, and service requests from international clients through designated support channels.
• Troubleshoot reported technical issues, provide appropriate resolutions, and escalate complex cases when necessary.
• Ensure incidents and requests are properly documented, tracked, and resolved within agreed service levels.
• Provide technical guidance to support teams and assist in resolving complex or recurring issues.
• Maintain clear and professional communication with clients and internal stakeholders.

Quality Assurance & Performance Management

• Conduct quality reviews and audits of calls, cases, tickets, and other support interactions.
• Evaluate service delivery against established quality standards, procedures, and performance requirements.
• Provide actionable feedback and recommendations to improve individual and team performance.
• Identify recurring quality issues, performance gaps, and improvement opportunities.
• Analyze quality trends and contribute to corrective action plans and process improvements.

Subject Matter Expertise & Team Support

• Serve as a technical and process resource for service desk team members.
• Provide guidance on troubleshooting procedures, case handling, escalation requirements, and support workflows.
• Assist with coaching, knowledge sharing, and training of team members.
• Review complex technical cases and recommend appropriate resolution approaches.
• Maintain and improve knowledge base articles, process documentation, and support guidelines.

Reporting & Continuous Improvement

• Monitor service performance, quality results, SLA compliance, and operational metrics.
• Prepare reports and communicate findings, recurring issues, and improvement recommendations to management.
• Support workflow optimization, process standardization, and service delivery improvements.
• Coordinate with internal teams and client stakeholders regarding service concerns, technical updates, and operational requirements.

Required Qualifications & Experience

• Relevant experience in IT Service Desk, Technical Support, Quality Assurance, or Subject Matter Expert functions.
• Experience handling international clients in a technical support or service delivery environment.
• Working knowledge of IT service desk operations, incident management, ticket handling, and escalation processes.
• Experience conducting quality audits, reviewing support interactions, or monitoring service performance.
• Ability to provide technical guidance, coaching, and process support to team members.
• Familiarity with SLA-driven environments and service quality metrics.
• Strong analytical, problem-solving, documentation, and reporting skills.
• Excellent written and verbal communication skills.
• Strong customer service orientation and stakeholder management capabilities.

Preferred Qualifications

• Experience supporting healthcare, medical, or healthcare technology accounts.
• Experience in an international BPO, shared services, or global technical support environment.
• Exposure to ITSM, CRM, ticketing, or quality monitoring platforms such as ServiceNow, Jira, Zendesk, Salesforce, or similar tools.
• Experience supporting onboarding, training, knowledge management, or process improvement initiatives.

Key Skills & Competencies

• IT Service Desk & Technical Support
• Quality Assurance & Case Auditing
• Subject Matter Expertise
• Incident & Escalation Management
• SLA & KPI Monitoring
• Technical Troubleshooting
• Coaching & Performance Feedback
• Client & Stakeholder Communication
• Reporting & Root Cause Analysis
• Process Improvement & Knowledge Management