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Service Desk Quality Analyst

General Information

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Travel Amount Required:


Job Type:

Regular-Full Time


Noida - India - India

Company Overview

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at  #WeAreUKG 

Description & Qualifications



The Service Desk Quality Analyst for IT Support is responsible for assessing various aspects of IT support work, including CHATs, phone call screenings, incident screenings, and request catalog screenings to ensure the delivery of efficient and effective support services. The position also entails ensuring efficient operations and adherence to performance standards.

Key Responsibilities:

- Conduct regular work reviews/audits of IT support interactions, including CHATs, phone calls, incident screening, and request catalog screening, to assess adherence to quality standards. (based upon the defined SOP)

- Analyze audit findings to identify trends, areas for improvement, and opportunities to enhance the overall quality of IT support services.

- Provide detailed feedback and coaching to IT support technicians based on audit results, focusing on areas of improvement and best practices.

- Collaborate with IT support managers and team leaders to develop and implement quality improvement initiatives and training programs.

- Maintain comprehensive reports of audit results (Dashboard, scorecard), trends, and corrective actions taken to address quality issues.

- Organize and categorize knowledge base articles for easy navigation and accessibility by internal and external users.

- Provide training and guidance to team members on how to effectively use and contribute to the knowledge base.

- Stay informed about industry trends and developments to continuously improve the services.

- Able to identify trends more effectively, (interpreting audit findings on a monthly, quarterly, and yearly basis) By visualizing audit results, spot patterns, outliers, and areas for improvement, facilitating more informed decision-making and strategic planning.

- Participate in workforce planning initiatives and contribute to the development of operational strategies to meet service-level objectives. ( Phone, CHAT, Incident, Catalogs)

- Generate performance reports and provide actionable insights to improve individual and team performance.

- Track and analyze agent performance, Schedule adherence, and matrix, including response times, resolution rates, customer satisfaction scores, and adherence to SLA.


Qualifications and Skills:

- Bachelor's degree in Information Technology, Computer Science, or a related field.

- Minimum of 5 to 8 years of experience in IT support roles, ITSM process improvement, or related areas.

- Proven experience in quality assurance roles within an IT support environment.

- Excellent written and verbal communication skills with the ability to convey technical information effectively.

- Strong analytical skills with attention to detail.

- Proficiency in Microsoft Tools: Power BI, SharePoint, Microsoft Excel, and PowerPoint, or other tools

- Ability to work collaboratively in a team environment and interact effectively with cross-functional teams.

- Familiarity with ITIL framework and IT service management (ServiceNow Management, or similar tool) concepts is preferred.

- Relevant certifications in IT Service Management (e.g., ITIL Foundation, Certified Scrum Master, Lean Six Sigma) are desirable

- Working Hours: The candidate should be flexible for 24X5 operations, who is ready to work in the rotational shifts. Timings are 2:00 AM EST to 12:00 Noon and 5:30 AM EST to 2:30 PM EST

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 

View The EEO Know Your Rights poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email