Service Desk Analyst

DMI • Arlington, VA

8d

About The Position

DMI is looking for a Service Desk Quality Analyst to support a federal customer in the DC Metro area. Duties and Responsibilities: Manage a Quality Assurance Program to ensure the Service Desk is delivering quality support. Ability to review tickets, recorded calls, and coach. Preferred experience with ServiceNow and Genesys. 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.

Requirements

• Bachelor's degree from an accredited college/university in Computer Science or Engineering or a minimum eight year’s equivalent work experience in a fast-paced Service Desk environment.
• Successful completion of a Public Trust background investigation and/or a Public Trust clearance.
• Must be a U.S. Citizen

Nice To Haves

• ServiceNow Certification and ITIL Certification is preferred.
• Experience performing quality assurance responsibilities in support of ServiceNow.
• Experience initiating continuous process improvement by analyzing performance reports to identify trends and patterns that may interfere with achieving goals.

Responsibilities

• Manage a Quality Assurance Program to ensure the Service Desk is delivering quality support.
• Ability to 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

• Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees