Cape Town, South Africa | Posted on 15/10/2024
We are seeking a dedicated professional with a relevant National Diploma and ITIL certification to ensure the highest standards of service quality and performance within our IT Service Desk. With 5 years of experience in a similar role, you will play a crucial role in monitoring, assessing, and enhancing the quality of our IT service delivery.
Duties and responsibilities:
- Evaluate and monitor IT service desk operations to ensure compliance with quality standards and ITIL best practices.
- Develop and implement quality assurance processes and procedures to enhance service delivery and efficiency.
- Conduct regular audits and assessments of service desk performance, identifying areas for improvement and ensuring adherence to service level agreements.
- Collaborate with IT teams to address quality issues, provide feedback, and drive continuous improvement initiatives.
- Prepare and present reports on quality metrics, performance analysis, and service desk trends to support strategic decision-making.
Requirements
Qualifications :
- Relevant National Diploma.
- ITIL certification.
- 5 years of experience as a Quality Assurance Analyst within an IT service desk environment.
#J-18808-Ljbffr
