Quality Analyst - Managed Service Desk
Are you a dedicated and detail-oriented professional looking for a challenging role in the tech industry? Look no further! Lenovo is seeking a Quality Analyst for our Managed Service Desk team. As a global leader in technology, we strive for excellence in all aspects of our business, including customer support. This role will play a crucial part in ensuring our Managed Service Desk delivers top-quality service to our customers. If you have a strong background in quality assurance and a passion for providing exceptional customer service, we want to hear from you! Read on to learn more about this exciting opportunity.
- Conduct regular quality checks and audits on the Managed Service Desk team's performance to ensure adherence to company standards and procedures.
- Develop and implement quality assurance processes and procedures to improve the overall quality of service provided by the Managed Service Desk.
- Identify areas for improvement and provide recommendations to enhance the customer experience.
- Collaborate with cross-functional teams to address any quality issues and implement corrective actions.
- Analyze customer feedback and data to identify trends and make recommendations for improvement.
- Train and coach team members on quality standards and procedures to ensure consistent and high-quality service delivery.
- Monitor and report on key performance indicators related to quality and customer satisfaction.
- Stay updated on industry trends and best practices in quality assurance to continuously improve the Managed Service Desk's performance.
- Act as a point of contact for escalations and customer complaints, ensuring timely and effective resolution.
- Collaborate with other departments, such as product development and operations, to ensure quality standards are met across all aspects of the business.
Strong Understanding Of It Service Management Principles And Best Practices, Such As Itil And Iso 20000.
Experience In Managing And Monitoring Service Desk Performance Metrics, Such As First Call Resolution Rate And Average Response Time.
Proficiency In Using Service Desk Software And Tools, Such As Servicenow Or Zendesk.
Excellent Problem-Solving And Analytical Skills, With The Ability To Identify And Resolve Complex Technical Issues.
Strong Communication And Interpersonal Skills, With The Ability To Collaborate With Various Teams And Stakeholders To Ensure Quality Service Delivery.
Quality Assurance
Process Improvement
Testing
Troubleshooting
Data Analysis
Communication
Reporting
Root Cause Analysis
Problem-Solving
Technical Knowledge
Customer
Service Desk Management
Communication
Conflict Resolution
Leadership
Time management
creativity
Critical thinking
Teamwork
Adaptability
Problem-Solving
Empathy
According to JobzMall, the average salary range for a Quality Analyst - Managed Service Desk in Bengaluru, Karnataka, India is between ₹3,50,000 - ₹5,50,000 per year. This can vary depending on the company, location, and level of experience of the individual.
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Lenovo Group Ltd. is a company engaged in the developing, manufacturing and marketing technology products and services. The company products include laptops, tablets, desktops and all-in-ones, workstations, smartphones, servers, accessories and software. It operates its business through four geographical segments: China, Asia Pacific, Europe-Middle East-Africa and Americas.
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