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Service Desk Quality Analyst
2 weeks ago
Company Description
Reporting to the Team Lead, Service Desk Support, the Quality Analyst will be responsible for the delivery and ongoing improvement of the Quality Management programme within the Service Desk. The primary objective of this role is to ensure that service standards, performance metrics, and support processes align with Sysco's operational expectations and continually evolve to support business needs.
This role involves partnering closely with cross-functional stakeholders across the Service Desk, Technology teams, and business units to ensure quality processes, reporting capability, and performance insights effectively support both day-to-day operations and broader transformation activities. You will own key elements of Service Desk quality tooling, reporting, and analytics - ensuring KPIs, dashboards, and quality standards remain accurate, well-maintained, and consistently applied across the organisation.
The position is offered on a Hybrid basis, with collaboration across distributed teams, requiring excellent communication skills, analytical capability, and relationship management.
Role Responsibilities
- Execute and continuously improve the Quality Management programme, ensuring Service Desk standards are met and aligned to Sysco operational requirements.
- Conduct quality assurance audits across tickets, calls, and processes, identifying performance trends, coaching needs, and opportunities for improvement.
- Oversee the development and maintenance of ServiceNow reporting, dashboards, and KPIs, ensuring accurate performance analytics for operational and leadership visibility.
- Manage ad-hoc audits and quality assessments to support the introduction of new processes, policies, and technology changes.
- Act as the functional point of contact for specialised QA monitoring, reporting, and mentoring—particularly for at-risk associates.
- Support operational performance through oversight of escalations, case ageing, routing, and total ticket ownership, ensuring service quality is maintained.
- Collaborate with Team Leads and cross-functional stakeholders to ensure quality activities integrate with wider service improvement initiatives and technology workflows.
- Produce weekly, monthly, quarterly, and annual performance reports, ensuring meaningful insights are delivered to leadership teams for decision-making.
- Contribute to continuous improvement by identifying opportunities for standardisation, benchmarking, best practice adoption, and process optimisation within the Service Desk.
- Support adherence to internal governance standards, technology processes, and established quality frameworks.
Skills & Experience
You'll bring demonstrated experience in a Service Desk or Technology environment, acting as a subject matter expert in quality assurance, performance analytics, and service improvement. A strong understanding of Service Desk operations, KPIs, and performance drivers is essential, along with experience using ServiceNow reporting and analytics tools.
We're looking for someone who can partner effectively with operational leaders and technical teams to translate quality insights into actions that improve service delivery. Strong analytical capability, communication skills, and the ability to operate at both tactical and strategic levels are essential. The successful candidate will have experience generating operational reports, identifying performance trends, contributing to coaching discussions, and supporting multiple ongoing initiatives.
Experience in managing or supporting quality programmes, data analysis, reporting development, and operational performance oversight will be key to success in this role.
Additional Information
At Sysco International everyone is welcome. We don't want you to 'fit our culture' we want you to help define it and we actively celebrate the unique talents of each and every colleague. We don't just look at your CV, we're more focused on who you are and your potential. As part of our values, we are committed to fostering a diverse and inclusive culture where everyone has a voice, is appreciated and has the same opportunities. We work hard to ensure that everyone feels part of our business, as we care for one another and connect the world through food and trusted partnerships. Our ultimate goal is to ensure that everyone belongs and thrives at Sysco International and we recognise that Sysco International can only thrive when everyone feels they belong. We'll do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process, speak to our resourcing team who will be happy to support you.
