Job Description
Main accountabilities
The ITSMProcess and quality analyst desk ensures the following accountabilities:
Key Responsibilities Quality Assurance & Compliance
Perform regular quality audits on incidents, service requests, and changes logged in ITSM tools
ITIL-basedservice delivery
Ensure compliance with ITIL processes, SOPs, SLAs, OLAs, and contractual quality standards.
Track and report non‑compliance, deviations, and corrective actions.
Ticket & Service Quality Management
Review ticket lifecycle for:
Proper categorization & prioritization
Accurate documentation & resolution notes
SLA and TAT adherence
Identify recurring gaps and raise quality improvement actions.
Review whether Incident/Problem/change managementprocessis followed correctly.
Communication & stakeholder management:
Coordination with pr...