job description
Join HCLTech, a global leader in IT services and digital transformation, as a Service Desk Quality Analyst in Bali, Indonesia. In this critical role, you will bridge the gap between IT support and process excellence, ensuring our service desk operations meet the highest standards of quality, efficiency, and customer satisfaction. This is an exciting opportunity to work in a dynamic, remote-friendly environment while contributing to the success of a Fortune 500 company.
As a Service Desk Quality Analyst, you will play a pivotal role in evaluating, monitoring, and improving IT support processes. You’ll analyze service desk interactions, identify trends, and implement best practices to enhance service delivery. Your work will directly impact end-user experience, operational efficiency, and compliance with ITIL frameworks. This role is perfect for detail-oriented professionals with a passion for IT service management, process optimization, and data-driven decision-making.
HCLTech offers a collaborative work culture, competitive benefits, and opportunities for professional growth. Whether you're based in Canggu, Ubud, Denpasar, or other parts of Bali, this role provides flexibility with remote/hybrid work options. If you thrive in a fast-paced IT environment and want to make a tangible difference in service quality, we’d love to hear from you!
Note: This is a full-time position with a focus on IT service management and quality assurance. Prior experience in service desk operations, ITIL, or quality analysis is highly desirable.
Responsibility
- Monitor and evaluate service desk interactions (tickets, calls, chats) to ensure adherence to quality standards and SLAs.
- Conduct regular audits of service desk processes, identifying gaps and recommending improvements.
- Analyze performance metrics (e.g., first-contact resolution, average handling time) to drive continuous improvement.
- Collaborate with service desk teams to develop and implement training programs for agents.
- Ensure compliance with ITIL frameworks, company policies, and industry best practices.
- Prepare and present quality reports to management, highlighting trends, risks, and opportunities.
- Work with cross-functional teams to streamline workflows and enhance end-user satisfaction.
- Stay updated on emerging trends in IT service management and quality assurance.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- 2+ years of experience in IT service desk operations, quality analysis, or a similar role.
- Familiarity with ITIL frameworks and service management tools (e.g., ServiceNow, Zendesk).
- Strong analytical skills with the ability to interpret data and generate actionable insights.
- Excellent communication skills (written and verbal) in English.
- Experience with quality assurance methodologies and process improvement initiatives.
- Certifications such as ITIL v4, HDI, or Six Sigma are a plus.
- Ability to work independently in a remote/hybrid environment with minimal supervision.