IT Service Desk Quality Assurance Analyst – Durham, North Carolina

Job Description

About the Company

Skill Gigs is a global IT and healthcare consulting firm that connects skilled professionals with leading organizations worldwide. This opportunity is with one of our U.S.-based technology partners, focused on improving service desk quality and support performance.

Job Overview

We are seeking a detail-oriented and analytical professional to support IT service desk quality assurance and performance improvement. In this role, you will evaluate support processes, review tickets, and ensure high-quality service delivery.

Key Responsibilities

Review service desk tickets and interactions for quality
Evaluate agent performance and adherence to standards
Identify gaps and recommend process improvements
Collaborate with support teams and management
Maintain documentation of quality assurance processes
Ensure compliance with IT service management standards
Track quality metrics and generate reports
Support training and feedback initiatives
Assist in improving customer satisfaction
Enhance service desk workflows and efficiency

Required Qualifications

Bachelor’s degree in Computer Science, Information Technology, or related field
1–3 years of experience in IT support, service desk operations, or quality analysis roles
Basic understanding of helpdesk tools and ticketing systems
Familiarity with IT service management concepts
Good analytical and problem-solving skills
Strong communication and teamwork abilities

Preferred Qualifications

Experience with tools like ServiceNow or Jira
Familiarity with ITIL processes
Basic knowledge of performance monitoring
Understanding of quality assurance methodologies
Relevant certifications such as ITIL or CompTIA

Why Join Us?

Work with a leading U.S.-based technology organization
Gain hands-on experience in service desk quality assurance
Supportive and collaborative work environment
Competitive salary and benefits
Opportunities for career growth in IT support and quality analysis

How to Apply

Submit an ATS-friendly resume highlighting your experience in service desk quality, performance analysis, and relevant technical skills.