Application Tech Support Practitioner

Roles & Responsibilities Monitor and Evaluate Performance: Conduct regular audits and assessments of service desk interactions to ensure adherence to company quality standards and protocols. Develop and Implement QA Processes: Design and implement quality assurance processes and guidelines to enhance service desk performance and customer satisfaction. Provide Coaching & Feedback : Offer constructive feedback and coaching to service desk agents based on audit findings, and deliver targeted training sessions to address performance gaps. Analyze Data and Report Findings: Compile and analyze QA data to identify trends, areas for improvement, and best practices, and prepare comprehensive reports for management. Collaborate with Stakeholders: Work closely with service desk managers, team leads, and other stakeholders to develop and implement strategies for continuous quality improvement. Professional & Technical Skills Quality Assurance Expertise: Deep understanding of QA methodologies, tools, and best practices specific to service desk operations. Analytical Skills: Strong ability to analyze data, identify trends, and generate actionable insights to improve service desk performance. Communication Skills: Excellent verbal and written communication skills to effectively provide feedback, training, and detailed reports. Problem-Solving Skills: Proven ability to identify issues, recommend solutions, and implement improvements to enhance overall service quality. Technical Proficiency: Familiarity with service desk software, call monitoring tools, and other relevant technologies used in a service desk environment Additional Information: - The candidate should have at least 1 year of experience in Service Desk Quality Management or equivalent. - This position is part of the Software/Application/Cloud Tech Support job family group within Information Technology Operations. - This position is based in Manila. Minimum 1 year(s) of experience is required