Service Desk QA / Trainer

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.Our brand promise - Makes Work Life Better™- Reflects our commitment to employees, customers, partners and communities globally.About The OpportunityAs a Service Desk QA Analyst / Trainer, you will play a critical role in ensuring that the service desk operations meet the highest standards of quality, efficiency and customer satisfaction. You will be responsible for training and reviewing service desk processes, monitoring performance, conducting audits and identifying opportunities for improvement.What You’ll Get To Do Monitor Service Desk PerformanceReview and assess service desk tickets, ensuring adherence to internal quality standards.Conduct regular audits of service desk tickets, responses and resolutions to ensure accuracy, consistency and quality of service.Quality AssuranceConduct assessment of the new processes and workflows implemented at the service desk.Validate the functionality of service desk systems and platforms to ensure smooth operations and user experience.Identify Areas of ImprovementProvide insights and suggestions for improving service desk processes, ticket resolution times, and customer satisfaction.Work closely with the service desk team to identify recurring issues or bottlenecks and recommend corrective actions.Documenting and ReportingPrepare detailed reports on the performance of the service desk, highlighting quality issues, trends and recommended actions.Create and maintain knowledge articles for service desk processes.Training and GuidanceAssist in the training and development of service desk on quality standards and best practices.Collaborate with the Service Desk Manager to ensure that the team members are equipped with the knowledge to meet quality standards.Responsible for training new Service Desk Analysts and providing recommendations based on their training performance and outcomes.Provide refresher training on Analyst who failed on their monthly KPIs.Collaborate with Cross-Functional TeamsWork with IT teams, product teams and other stakeholders to identify areas where the service desk can better align with business objectives.Collaborate with the IT support teams to ensure smooth integration and seamless service delivery.Knowledge Base ArticleAssist in creating Knowledge Base Articles for quick access to relevant information.Collaborate with other teams on the processes that may need to have Knowledge Base Articles. What’s In It For YouDayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.We encourage individuals to apply based on their passions.Dayforce encourages personal and professional growth. We offer excellent time away from work programs, comprehensive wellness initiatives and recognition through competitive pay and benefits.With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.Fraudulent RecruitingBeware of fraudulent recruiting. Legitimate Dayforce contacts will use an @dayforce.com email address. We do not request money, checks, equipment orders, or sensitive personal data during the recruitment process. If you have been asked for any of the above, or believe you have been contacted by someone posing as a Dayforce employee, please refer to our fraudulent recruiting statement found here: https://www.dayforce.com/be-aware-of-recruiting-fraud