DMI Computer · 9 hours ago
Service Desk Analyst
Arlington, VA
Full-time
Onsite
Mid, Senior Level, Lead/Staff
8+ years expDMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. They are seeking a Service Desk Quality Analyst to manage a Quality Assurance Program for a federal customer, ensuring quality support and operational excellence in service desk activities.
Information TechnologyManufacturingSoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Manage a Quality Assurance Program to ensure the Service Desk is delivering quality support
Ability to review tickets, recorded calls, and coach
Identify trends and create clear actionable plans to effectively improve quality of service
Oversee Quality Assurance activities and track performance against customer requirements
Provide oversight for health of tickets and hold agents accountable
Review tickets and performance metrics to implement corrective action as necessary
Manage operational reports and make Service Desk quality improvement recommendations
Identify and assess quality issues, determine root cause, and communicate appropriately to management and customers
Partner with Human Resource to achieve recruiting and staffing levels to meet demands, develop employee retention strategies, and assist in employee training and development
Continually improve the quality and cost effectiveness of IT services
Address IT service performance that is not meeting expectations
Incident, Call Interaction, E-mail/Chat, and KPI monitoring
Develop and manage a structured training plan for all service desk staff
Maintain constant flow of communication to all sites, management, and customers
Ability to work in a distributed and cross functional team environment
Qualification
Required
Bachelor's degree from an accredited college/university in Computer Science or Engineering or a minimum eight year's equivalent work experience in a fast-paced Service Desk environment
Successful completion of a Public Trust background investigation and/or a Public Trust clearance
Must be a U.S. Citizen
Preferred
Preferred experience with ServiceNow and Genesys
ServiceNow Certification and ITIL Certification is preferred
Experience performing quality assurance responsibilities in support of ServiceNow
Experience initiating continuous process improvement by analyzing performance reports to identify trends and patterns that may interfere with achieving goals
Benefits
Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
Development – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
Recognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.
Company
DMI Computer
Distribuidor mayorista informático con una trayectoria de más de 30 años de experiencia en sector.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase