Santo Domingo Este, Dominican RepublicFull TimeMid-levelPosted 1mo ago
We are seeking a Service Desk QA Analyst who will be responsible for evaluating ticket quality, ensuring SLA compliance, identifying service improvement opportunities, and enhancing the overall user experience. This role will also lead the creation and delivery of Service Desk training programs and serve as a technical writer responsible for developing and maintaining internal documentation and knowledge base content.
This position is ideal for a detail-oriented, analytical professional who is passionate about continuous improvement, operational excellence, and building scalable knowledge within IT support environments.
The role will initially be structured as follows:
70% – Training Development & Enablement
Design, develop, and deliver structured training programs that improve first-call resolution, reduce escalations, increase documentation accuracy, and drive SLA adherence. Build onboarding materials, skill gap remediation plans, and continuous learning programs informed by QA findings and performance trends.
20% – Service Desk Quality Assurance
Conduct structured ticket audits to ensure quality, process adherence, and SLA compliance. Identify recurring issues, coaching opportunities, and systemic gaps. Provide actionable feedback and reporting that directly supports performance improvement and operational consistency.
10% – Technical Documentation & Knowledge Management
Develop and maintain SOPs, knowledge base articles, and process documentation that improve resolution time, standardize support practices, and reduce repeat incidents.
This allocation may evolve as training programs mature and quality initiatives stabilize.
Requirements
Quality Assurance & Ticket Review
- Conduct daily audits of Service Desk tickets to ensure accuracy, completeness, and adherence to process standards
- Monitor SLA compliance and identify trends impacting response and resolution times
- Ensure proper documentation, categorization, and resolution quality
- Identify process gaps, recurring issues, and coaching opportunities
- Reassign or escalate tickets when necessary to maintain service quality
- Produce end-of-day and periodic QA performance reports
Training & Development
- Develop and deliver Service Desk training programs for new hires and existing staff
- Create structured onboarding materials and refresher training sessions
- Identify skill gaps based on QA findings and develop targeted improvement plans
- Maintain training documentation and learning resources
- Support continuous education initiatives to improve service consistency
Technical Writing & Documentation
- Create, edit, and maintain internal IT documentation and knowledge base articles
- Develop SOPs, process documentation, and troubleshooting guides
- Standardize documentation formats and quality standards
- Collaborate with technical teams to document new tools, processes, and workflows
- Ensure documentation is clear, accurate, and accessible
Required Qualifications
- Experience working in a Service Desk or IT Support environment
- Strong attention to detail with the ability to identify process gaps and inconsistencies
- Experience with ticketing systems such as Jira, ServiceNow, Zendesk, Freshdesk, or similar
- Ability to evaluate ticket quality and SLA compliance
- Strong written communication skills for reporting and documentation creation
- Analytical mindset with the ability to identify patterns and trends
- Strong ownership, accountability, and follow-through
- Ability to work independently and manage daily deliverables
Preferred Qualifications
- Experience developing or delivering technical training programs
- Technical writing or documentation experience
- Knowledge of Active Directory and basic user account management
- Understanding of computer hardware, networking fundamentals, and remote support tools
- Entry-level IT certifications such as CompTIA A+
Core Competencies
- Process improvement orientation
- Coaching and mentoring mindset
- Organizational skills
- Clear written and verbal communication
- Data-driven decision-making