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hace 2 semanas

Santo Domingo Distrito Nacional Santo Domingo Dominican Republic Black Birch Technology Group A tiempo completo

We are seeking a Service Desk Quality Analyst to evaluate ticket handling quality, ensure SLA compliance and identify improvement opportunities that enhance user experience. Responsibilities include daily ticket review, proper documentation, reassignment when needed, trend identification and end of day reporting. Ideal for detail oriented, analytical professionals focused on continuous improvement.Requirements • Experience working with Service Desk or IT Support environments • Strong attention to detail and ability to identify process gaps or inconsistencies • Understanding of ticketing systems such as Jira, ServiceNow, Zendesk or similar • Ability to read, track and evaluate ticket quality and SLA compliance • Good written communication skills for ticket review and end of day reporting • Analytical mindset with the ability to recognize patterns and trends • Strong sense of ownership, accountability and follow through • Ability to work independently and manage daily deliverables Preferred Skills • Experience with IT ticketing systems (Freshdesk, Zendesk, ServiceNow, etc.) • Knowledge of Active Directory and basic user account management • Entry level IT certifications such as CompTIA A plus • Understanding of computer hardware, networking fundamentals and remote support tools Benefits Competitive Salary Packages Paid Sick Days Continuous Training and Growth Performance based Incentives Private Health Insurance Christmas Bonus Supportive culture that values employee well being Passion meets purpose and every day feels like a win.

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