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Job Description

This role is of IT Service Desk QA Analyst is for supporting the operations of the company’s IT service desk. The service desk coordinates the provision of IT support services for the company’s offices located all over the world and operates round-the-clock to cover all business hours of its offices. The service desk also performs other auxiliary support functions for the company’s end-users. The main responsibilities of this position are in the areas of:
• Process improvement – Conduct process review, develop process and procedural documentation and continuous process improvement
• Performance monitoring – Conduct regular audits on ticket handling procedures including service desk communications (email, voice). Gather and validate work performance data.
• Reporting – Data gathering and validation, report generation and presentation
• Training – Conduct training on technical subjects and all applicable IT service desk processes

Job Qualifications
• Candidate must possess at least a Bachelor’s/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent.
• 3 – 5 years experience in IT operations preferably in a customer service and technical support role
• 2 years experience in a junior level supervisory role leading a team of customer service specialists.
• Actual work experience performing the tasks stated above
• Experience working in a global organization as part of an enterprise support team
• Experience serving multi-national customers
• Demonstrates strong written and verbal communication skills
• Must be willing to work during North American business hours
• Willing to work in Alabanq
• Full time/ Permanent Positions available

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