Quality Assurance-IT Service desk

Position Summary: We are seeking a meticulous and detail-oriented Quality Assurance Specialist to join our team. This role is crucial in ensuring the accuracy, completeness, and overall quality of our service ticket management within ConnectWise PSA. The ideal candidate will possess a strong understanding of IT service delivery processes and a keen eye for identifying discrepancies and areas for improvement. This position involves a systematic review of completed service tickets to ensure adherence to established procedures and standards. Key responsibilities include: • Conducting thorough reviews of service tickets to identify errors, inconsistencies, and opportunities for process improvements. • Collaborating with the IT Service Desk team to resolve issues and implement corrective actions. • Developing and maintaining a comprehensive understanding of ConnectWise PSA and its various modules. • Providing expert-level support to internal stakeholders on the proper use of ConnectWise PSA. • Identifying and reporting potential process improvements and areas for optimization within the IT Service Desk. Requirements: • Bachelor's degree in a related field (e.g., Computer Science, Information Technology). • 2+ years of experience in quality assurance or a related field. • Strong understanding of IT service delivery processes and methodologies. • Excellent analytical and problem-solving skills. • Ability to work independently with minimal supervision. • Strong communication and interpersonal skills. • Familiarity with ConnectWise PSA and its various modules (training provided). Benefits: • Competitive salary and benefits package. • Opportunities for professional growth and development. • Collaborative and dynamic work environment. • Flexible scheduling options.