Service Desk Qa Lead
hace 4 semanas
Descripción del trabajo We are seeking a dedicated and detail-oriented Service Desk QA Lead to join our team. In this role, you will be pivotal in ensuring top-tier customer service by supervising and enhancing the quality of interactions between our support staff and clients. Your efforts will be crucial in upholding high levels of customer satisfaction and driving continuous improvement across our service delivery operations. Responsabilidades Develop, implement, and manage quality assurance processes and guidelines for the Service Desk team. Regularly monitor and evaluate customer interactions to ensure adherence to quality standards and best practices. Conduct thorough audits of support tickets, identify areas of improvement and provide actionable feedback to team members. Collaborate with team leaders to develop and facilitate training programs that improve technical skills and customer service interactions. Analyze customer feedback and trends to pinpoint recurring issues and recommend process enhancements. Stay current with industry best practices, tools, and technologies related to service delivery and customer support. Prepare and present reports on quality metrics, highlighting accomplishments and identifying improvement areas. Serve as the initial contact for escalated customer concerns regarding service quality, ensuring swift resolutions. Engage in cross-functional meetings to discuss quality-related initiatives and offer insights for overall service enhancements. Requisitos 5+ years of experience in a service desk or customer support role with a strong understanding of service delivery processes. Experience in quality assurance or auditing is preferred. Outstanding analytical skills and keen attention to detail. Proficient communication and interpersonal abilities. Proficiency in using quality assurance tools and methodologies. Ability to lead, motivate, and coach a team toward achieving quality objectives. Familiarity with ITIL framework and service management concepts. Certifications such as ITIL, HDI, or Six Sigma are advantageous. Ventajas adicionales Advanced certifications in quality assurance or service management. Experience implementing large-scale process improvements within a Service Desk environment. #J-18808-Ljbffr
-
Service Desk Quality Lead: Elevate Customer Experience
hace 4 semanas
Región Centro, México Epam Systems A tiempo completoUna empresa de tecnología busca un Service Desk QA Lead para mejorar la calidad del servicio al cliente en Jalisco. Este rol requiere un líder con más de 5 años de experiencia en soporte técnico, que pueda desarrollar e implementar procesos de aseguramiento de calidad y realizar auditorías para identificar mejoras. Se prefiere conocimiento en...
-
Senior Help Desk Tech Lead — IT Service Excellence
hace 2 semanas
región centro jalisco, México Citi A tiempo completoA global technology company in Mexico is seeking a Help Desk professional to provide technical support and liaison services. The candidate will be responsible for training the help desk team, ensuring high-quality customer service, and managing technical issues. Responsibilities include maintaining documentation, auditing analyst calls, and troubleshooting....
-
Agente de Service Desk
hace 1 semana
Ciudad Apodaca Centro, México Open Service A tiempo completoEmpresa 100% mexicana líder en el sector de tecnologías de la información, con una trayectoria de más de 30 años brindando soluciones innovadoras y de valor para nuestros clientes. Nos enorgullece ofrecer un ambiente de trabajo colaborativo y oportunidades de crecimiento profesional para nuestro equipo por tal motivo te invitamos a participar en el...
-
IT Service Desk Specialist: Elevate User Support
hace 3 semanas
Región Centro, México Insulet A tiempo completoA leading medical technology company located in Mexico is seeking a motivated Service Delivery Associate Specialist to join their IT Service Desk team. This role is pivotal for providing technical assistance to internal users, resolving issues related to hardware and software. The ideal candidate has 2-3 years of IT support experience, strong communication...
-
Senior Service Desk Manager – SLA
hace 1 semana
región centro jalisco, México Hcltech A tiempo completoA global technology company is seeking an SD Manager to oversee help desk operations and ensure high-quality service delivery. Your role will include managing staff, implementing best practices, and liaising with business units for operational excellence. The ideal candidate will have extensive experience in help desk management, problem resolution, and...
-
Lead QA Automation Engineer – Performance
hace 3 semanas
Región Centro, México Sequoia Connect A tiempo completoA leading technology firm is seeking a Lead Software Engineer to develop quality gating and automation strategies. This role involves collaboration with software engineers to ensure quality testing and the implementation of QA standards. The ideal candidate must have proven expertise in Java, Selenium, and API automation testing, with strong hands-on...
-
IT Service Desk Engineer: First‑Line IT Support
hace 1 semana
región centro jalisco, México Astrazeneca A tiempo completoA global technology company is seeking a motivated Service Desk professional in Mexico to provide first-level IT support. Responsibilities include responding to user requests via phone and email, troubleshooting hardware and software issues, and assisting with onboarding. Qualifications include a high school diploma, customer service experience, and...
-
Jr. Qa Engineer
hace 4 semanas
Región Centro, México Rulesware A tiempo completoRulesware is an organization of highly experienced thought leaders who enable agile business process through the implementation of BPM technology. As a growing provider of Business Process Management consulting services, Rulesware offers competitive salaries, benefits, and an environment that supports personal and professional development opportunities. As a...
-
Service Desk Technician I
hace 2 semanas
, Del Valle Centro, CDMX, México Global Excel Management A tiempo completoJob Description:Position Purpose and DescriptionReporting to the Team Leader - Service Desk. Your responsibilities as a service desk technician level 1 include providing Global Excel employees and its corporate clients timely and useful technical assistance on their computer environment, including mobile devices and other tech products. The role will include...
-
Service Desk
hace 2 semanas
Centro (municipio), México HCLTech A tiempo completoHCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services,...
