Service Desk Ticket QA Analyst

Black Birch Technology Group

Job Location:

Santo Domingo Este - Dominican Republic

Monthly Salary: RD$ 45000 - 55000

Experience Required: 0-1years

Posted on: 3 days ago

Vacancies: 1 Vacancy

Job Summary

We are seeking a meticulous and detail-oriented Service Desk Ticket QA Analyst to join our team in Santo Domingo. This individual will audit service desk tickets across all clients to ensure compliance with internal quality standards SLAs and documentation expectations. The ideal candidate has strong analytical skills and experience using reporting tools such as Power BI to generate actionable insights.

Key Responsibilities

Review service desk tickets daily for accuracy completeness and adherence to SOPs
Analyze ticket data to identify trends gaps and training opportunities
Generate weekly and monthly QA reports using Power BI or similar tools
Provide structured feedback to technicians and team leads
Validate ticket categorization prioritization and resolution notes
Recommend process improvements to enhance service quality and satisfaction
Collaborate with leadership to refine quality benchmarks

Requirements

Strong attention to detail and analytical mindset
Excellent written communication and documentation skills
Experience using Power BI or similar reporting tools
Ability to evaluate technical information with accuracy
Familiarity with ITSM systems (ConnectWise Zendesk Freshdesk etc.)
Ability to work independently and manage multiple reviews simultaneously

Technical Skills Required

Proficiency with Microsoft 365
Working knowledge of IT support fundamentals
Experience analyzing structured datasets
Understanding of ITIL practices is a plus

Education & Certifications

High School Diploma required
Associates or Bachelors degree in IT Business Analytics or related field preferred
ITIL Foundation or CompTIA A certifications are a plus

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