Senior Quality Assurance Analyst

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.
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