Service Desk Quality 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.

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.
• Preferred experience with ServiceNow and Genesys.

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
• Entertainment discounts
• Annual performance reviews
• Tuition assistance
• Internal career growth opportunities
• Generous 401(k) matches
• Life and disability insurance
• Financial wellness tools
• Annual awards
• Service anniversaries
• Referral bonuses
• Peer-to-peer shoutouts
• Healthcare coverage
• Wellness programs
• Flu shots
• Biometric screenings

What This Job Offers

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