For our Client, an international financial services company, we are looking for candidates for the position of IT Quality Control Analyst. You will be responsible for ensuring the quality and compliance of all IT Service Desk operations. The role involves reviewing all tickets, performing quality checks, and ensuring adherence to the Service Desk Manual.
IT Quality Control Analyst
IT Quality Control Analyst
Work place: Warszawa
Ref. no 99/3/2025/MW/12090/3752
Requirements
- 3+ years of experience as an IT Quality Control Analyst, including reviewing IT processes in a global financial services environment,
- knowledge of IT incident management,
- proficiency with ITSM tools (preferably ManageEngine ServiceDesk Plus) and ticketing systems for tracking and managing user support requests would be advantageous,
- ITIL certification or strong understanding of ITIL processes,
- proficiency in English, both written and spoken.
Responsibilities
- review all tickets, including closed ones, and perform quality checks,
- ensure all tickets comply with the Service Desk Manual,
- conduct quality reviews of all solution articles to ensure they follow company standards and escalate any non-compliance to the Service Desk Manager,
- maintain objectivity at all times,
- report on Customer Satisfaction scores and conduct trend analysis,
- review all purchase orders to ensure compliance,
- ensure contracts are stored correctly and that the appropriate people receive alerts for renewals,
- monitor key ticket-related KPIs,
- advise management on implementing Performance Improvement Plans (PIPs) and Employee of the Month (EOM) initiatives,
- provide management reports as required.
We offer
- stable employment conditions based on an employment contract,
- attractive benefits package,
- work in a hybrid model (3 days from the office in Warsaw),
- relevant substantive training,
- opportunity to gain experience in international environment.
