Eastwood City - Quality Assurance Specialist (Service Desk account)

Requirements & Qualifications• Preferably with Bachelor's/College Degree, BSIT, BSCS, MIS or similar program or substantial equivalent experience• Minimum of 1 year as a Quality Analyst or with experience in similar capacity• ITIL (but not required) or an equivalent combination of education and experience• Technical certification in the IT field is a plus• Strong analytical, troubleshooting and problem solving skills• Knowledge of PC/Laptop/Mobile Devices/Printer hardware components, network troubleshooting and remote assistance tools• Excellent documentation skills and proficient in MS Excel, MS Word and MS PowerPoint.• Experience in working in an IT Service Desk environment where IT knowledge is utilized.• Amenable to work on 24/7 shifting schedule, holidays, weekends and rest days• No issues working in any location assigned by the companyPreferred:• Familiarity with ITIL, Foundations certificate a plus• Experience working in a customer-centric environment• Extensive experience of similar capacity• Knowledgeable in navigation and or operation of MS OS, MAC OS, Chromium, iOS and AndroidRoles and Responsibilities• This position will be focused mainly on ensuring that the account meets the quality monitoring goal set by the client• Uses quality monitoring data management to compile and track performance at team and individual levels• Responsible for preparation, analysis and timely completion and submission of QA reports for management staff review• Prepares quality monitoring reports in a timely basis and completes RCA if needed• Act as a focal point for the Problem Management process within assigned account enforcing Problem Mgt. best practices.• This position will report to the Quality Associate Manager or anyone assigned by the company• Other related duties are assigned• Any other tasks assigned by the immediate supervisor/manager based on business needs• Can work on rotating shift on an occasional basisSkills• Experience working in an environment that requires managing issues in accordance with SLA commitments• Demonstrated ability to work in a fast-pace, sometimes stressful environment and make quick, calculated decisions• Demonstrated ability to communicate within all levels of an organization, including management as well as operating teams• Ability to create event reviews, reports and presentations for management staff• Demonstrated ability to identify, analyze and evaluate a large volume of information and to communicate accurate and timely updates to the organization with solid focus on detail, as required• Customer centric focus and experience working on client-facing teams• Ability to handle technical issue from open through closure through both hierarchical and functional escalation support, vendors and end users• Knowledge of MS Office suite software• Ability to work varied shifts to cover 24x7x365• Excellent English writing, speaking and communication skills