Description
We are seeking a Service Desk QA professional to ensure the quality and efficiency of our service desk operations.
The ideal candidate will have experience in quality assurance, with a strong focus on testing service desk processes and improving customer satisfaction.
Responsibilities
- Conduct quality assurance testing on service desk operations to ensure adherence to company standards.
- Develop and maintain testing plans, test cases, and test scripts for various service desk processes.
- Identify, document, and track defects and issues in the service desk workflow.
- Collaborate with service desk teams to provide feedback and recommendations for process improvements.
- Prepare and present reports on QA findings and performance metrics to management.
- Participate in team meetings and contribute to the overall service desk strategy.
Skills and Qualifications
- 1-4 years of experience in quality assurance or a related field.
- Strong analytical skills and attention to detail.
- Familiarity with service desk tools and ticketing systems (e.g., ServiceNow, JIRA, Zendesk).
- Understanding of ITIL concepts and service management best practices.
- Proficiency in creating and executing test cases and test scripts.
- Excellent communication skills, both written and verbal.
- Ability to work independently and as part of a team.
Skills Required
Test Automation, Scripting, Api Testing, Bug Tracking, Performance Testing, Sql Queries, Regression Testing, Incident Management, Knowledge Base, Servicenow