Service Desk Quality Analyst & Training Development
Job Location:
Job Location:
Santo Domingo Este - Dominican Republic
Monthly Salary:
RD$ 35000 - 45000
Monthly Salary:
Experience Required:
1-3years
Experience Required:
Posted on:
30+ days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
We are seeking a Service Desk QA Analyst who will be responsible for evaluating ticket quality ensuring SLA compliance identifying service improvement opportunities and enhancing the overall user experience. This role will also lead the creation and delivery of Service Desk training programs and serve as a technical writer responsible for developing and maintaining internal documentation and knowledge base content.
This position is ideal for a detail-oriented analytical professional who is passionate about continuous improvement operational excellence and building scalable knowledge within IT support environments.
The role will initially be structured as follows:
70% Training Development & Enablement
Design develop and deliver structured training programs that improve first-call resolution reduce escalations increase documentation accuracy and drive SLA adherence. Build onboarding materials skill gap remediation plans and continuous learning programs informed by QA findings and performance trends.
20% Service Desk Quality Assurance
Conduct structured ticket audits to ensure quality process adherence and SLA compliance. Identify recurring issues coaching opportunities and systemic gaps. Provide actionable feedback and reporting that directly supports performance improvement and operational consistency.
10% Technical Documentation & Knowledge Management
Develop and maintain SOPs knowledge base articles and process documentation that improve resolution time standardize support practices and reduce repeat incidents.
This allocation may evolve as training programs mature and quality initiatives stabilize.
Requirements
Quality Assurance & Ticket Review
- Conduct daily audits of Service Desk tickets to ensure accuracy completeness and adherence to process standards
- Monitor SLA compliance and identify trends impacting response and resolution times
- Ensure proper documentation categorization and resolution quality
- Identify process gaps recurring issues and coaching opportunities
- Reassign or escalate tickets when necessary to maintain service quality
- Produce end-of-day and periodic QA performance reports
Training & Development
- Develop and deliver Service Desk training programs for new hires and existing staff
- Create structured onboarding materials and refresher training sessions
- Identify skill gaps based on QA findings and develop targeted improvement plans
- Maintain training documentation and learning resources
- Support continuous education initiatives to improve service consistency
Technical Writing & Documentation
- Create edit and maintain internal IT documentation and knowledge base articles
- Develop SOPs process documentation and troubleshooting guides
- Standardize documentation formats and quality standards
- Collaborate with technical teams to document new tools processes and workflows
- Ensure documentation is clear accurate and accessible
Required Qualifications
- Experience working in a Service Desk or IT Support environment
- Strong attention to detail with the ability to identify process gaps and inconsistencies
- Experience with ticketing systems such as Jira ServiceNow Zendesk Freshdesk or similar
- Ability to evaluate ticket quality and SLA compliance
- Strong written communication skills for reporting and documentation creation
- Analytical mindset with the ability to identify patterns and trends
- Strong ownership accountability and follow-through
- Ability to work independently and manage daily deliverables
Preferred Qualifications
- Experience developing or delivering technical training programs
- Technical writing or documentation experience
- Knowledge of Active Directory and basic user account management
- Understanding of computer hardware networking fundamentals and remote support tools
- Entry-level IT certifications such as CompTIA A
Core Competencies
- Process improvement orientation
- Coaching and mentoring mindset
- Organizational skills
- Clear written and verbal communication
- Data-driven decision-making
Benefits
Competitive Salary Packages
Paid Sick Days
Continuous Training and Growth
Performance based Incentives
Private Health Insurance
Christmas Bonus
Supportive culture that values employee well being
Passion meets purpose and every day feels like a win.
Required Skills:
Technical Skills Windows Server administration and virtual machine environments Experience managing escalated support cases and incident response Strong understanding of networking fundamentals such as DNS DHCP and TCP IP Experience supporting third party software solutions System monitoring patching backup and recovery processes Strong troubleshooting and analytical skills Specific Proven experience as a System Administrator or similar role Ability to manage high priority incidents under pressure Comfortable working on call and handling critical issues Strong communication and documentation skills Ability to work independently and collaboratively with cross functional teams English fluency required Nice to Have Leadership skills or experience mentoring junior team members Experience working in fast paced or client facing environments Relevant certifications such as Microsoft CompTIA VMware or similar Strong organizational and time management skills
