The Service Desk Quality Management Analyst is responsible for supporting and executing the Quality Management Program for the IT Service Desk organization. This role focuses on continuous improvement initiatives, quality assurance auditing, KPI tracking, reporting, and performance analytics to ensure high-quality customer support delivery.
The analyst partners closely with Service Desk leadership to identify trends, improve operational performance, support coaching initiatives, and maintain service excellence through data-driven insights and process optimization.
Key Responsibilities
Execute formal quality assurance processes, ensuring the Service Desk team is meeting standards of quality while supporting the unique business needs of Sysco.
Oversee daily operations of quality assurance including auditing phone calls and tickets, tracking and reporting results, and making recommendations for improvement to Service Desk team leads and associates.
Coordinate ad-hoc audits to support new Service Desk processes, policies, and initiatives.
Serve as point of contact for specialized quality assurance monitoring, reporting, and mentoring for at-risk associates.
Build metrics and reporting around IT KPIs within ServiceNow using Performance Analytics.
Produce weekly, monthly, quarterly, and annual reporting and dashboards in ServiceNow for organizational consumption and leadership feedback.
Provide oversight of escalations, case aging, ticket assignment, case routing, and total ticket ownership.
Monitor and report on quality metrics, KPI performance, and operational trends.
Support Service Desk Team Leads with coaching recommendations and performance improvement initiatives.
Support continuous improvement initiatives across Service Desk operations.
Perform additional duties as required.
Requirements
Bachelor’s Degree in Information Technology, Information Systems, Business Administration, or related discipline OR equivalent combination of education and relevant work experience preferred.
4+ years of experience in Service Desk Operations or IT Support environments.
2+ years of experience in Quality Management, IT Service Desk, Technical Support, or similar operational environment.
Schedule: Monday to Friday from 7:00 AM to 3:30 PM Costa Rica time (8:00 AM to 4:30 PM CST).
Excellent communication skills in English (B2+ or higher).
Experience performing quality audits, reporting, and performance analysis.
Experience with ServiceNow reporting and Performance Analytics.
Required Technical Skills & Competencies
Proven leadership, negotiation, and conflict resolution skills.
Working knowledge of databases, computer hardware/software, and Service Desk tools.
Exceptional customer support and interpersonal skills.
Strong expertise with ServiceNow reporting, dashboards, and Performance Analytics.
Understanding of Key Performance Indicators (KPIs) and trend analysis.
Excellent written and verbal communication skills.
Strong analytical, troubleshooting, and root cause analysis skills.
Ability to collect/analyze data and make sound recommendations for improvement.
Proven relationship-building and collaboration skills with team members and business users.
Business Process Management experience.
Ability to multi-task and adapt to flexible schedules.
Ability to excel in collaborative and distributed team environments.
Customer-focused mindset with strong attention to detail.
Technologies, Systems & Tools
ServiceNow
Amazon Connect
Microsoft Office Suite
ServiceNow Performance Analytics
IT Service Management (ITSM) tools
IT Service Management Certification (ITIL / ITSM v3 preferred)
Benefits
Hybrid position based in Ultra Park II, Lagunilla (Heredia). On-site presence required when necessary for meetings, training, or collaborative activities, aligned with the company telework agreement.
Private Medical Insurance
Asociación Solidarista
Life Insurance
Personal Day Off
Note: Only candidates with Costa Rican nationality or valid immigration status will be considered; applicants residing outside Costa Rica will not be considered, and relocation is not available
