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IT Service Desk Quality Analyst

Closing date
7 May 2021

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Job Details


This role is of IT Service Desk Quality Analyst is for supporting the operations of the company's IT service desk. The service desk coordinates the provision of IT support services for the company's offices located all over the world and operates round-the-clock to cover all business hours of its offices. The service desk also offers support using Digital touchpoint channels. The main responsibilities of this position are :


* Review and define IT Service Desk quality assurance process.

* The role will ensure that IT tickets are handled in a standardised way while leveraging existing documented processes.

* Performance monitoring - Conduct regular audits on ticket handling procedures, including service desk communications (voice). Gather and validate work performance data.

* Reporting - Data gathering and validation, report generation and presentation - to identify areas where the service solution share or individuals' solutions are below the expected target and recommend improvement plan.

* Host regular open group sharing sessions on how quality can be improved.

* Process improvement - Conduct a process review, develop

process and procedural documentation plus continuous process improvement

* In cooperation with Service Desk management develop and implement targeted QA processes and schedules to address identified priorities

* Work in conjunction with our digital support teams and assess the quality of our digital support platforms as a solution provider.


* 3 - 5 years' experience in IT operations preferably in a customer service and technical support role

* Proficiency with Microsoft Office Suite

* Knowledge of process and procedures development

* Strong analytical and critical thinking skills

* Highly motivated and able to work independently as well as in a team

* Strong written and verbal communications skills


* Bachelor's degree preferred

* Training and/or certification in quality management or supervisory skill


SAP is the world leader in enterprise applications in terms of software and software-related service revenue. Based on market capitalization, we are the world’s third largest independent software manufacturer. SAP is at the center of today’s business and technology revolution. SAP helps you streamline your processes, giving you the ability to use live data to predict customer trends – live and in the moment. Across your entire business. When you run live, you run simple with SAP.

With offices and labs located worldwide, SAP serves over 345,000 customers with 84,000 employees, more than 150 nationalities worldwide in 130 countries.

SAP began operations in Ireland in 1997, and today has offices in Dublin and Galway and employs over 1,700 people across 41 lines of business. SAP employees in Ireland comprise a diverse community – 60 nationalities of people speaking 47 languages. Located between SAP EMEA and the U.S. headquarters of SAP Americas, and with so many languages and cultures present, Ireland provides the ideal setting to host the SAP service and support organisation serving SAP customers in these regions.

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