Job Description

Role Overview

The IT Service Desk Analyst / QA / SME provides technical support and service quality oversight within an international client support environment. The role combines incident and service request management with quality assurance, technical case review, escalation support, and subject matter expertise.The successful candidate will help ensure consistent service delivery, compliance with established procedures, and achievement of service-level and performance targets. The role also supports team development through coaching, process guidance, knowledge sharing, and continuous improvement initiatives.

Key Responsibilities

IT Service Desk & Technical Support

Handle technical inquiries, incidents, and service requests from international clients through designated support channels.
Troubleshoot reported technical issues,