Service Desk Quality Analyst
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Job Location:
Santo Domingo Este - Dominican Republic
Monthly Salary:
RD$ 35000 - 50000
Experience Required:
1-3years
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
We are seeking a Service Desk Quality Analyst to evaluate ticket handling quality ensure SLA compliance and identify improvement opportunities that enhance user experience. Responsibilities include daily ticket review proper documentation reassignment when needed trend identification and end of day reporting. Ideal for detail oriented analytical professionals focused on continuous improvement.
Requirements
Experience working with Service Desk or IT Support environments
Strong attention to detail and ability to identify process gaps or inconsistencies
Understanding of ticketing systems such as Jira ServiceNow Zendesk or similar
Ability to read track and evaluate ticket quality and SLA compliance
Good written communication skills for ticket review and end of day reporting
Analytical mindset with the ability to recognize patterns and trends
Strong sense of ownership accountability and follow through
Ability to work independently and manage daily deliverables
Preferred Skills
Experience with IT ticketing systems (Freshdesk Zendesk ServiceNow etc.)
Knowledge of Active Directory and basic user account management
Entry level IT certifications such as CompTIA A plus
Understanding of computer hardware networking fundamentals and remote support tools
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.
Company Industry
IT Services and IT Consulting
Key Skills
- Editorial
- Catering
- B2C
- Camp
- Computer Engineering
