Service Desk Artificial Intelligence Quality Analyst

The Service Desk AI Quality Analyst is responsible for ensuring that AI-assisted Service Desk capabilities deliver effective, reliable, and measurable support outcomes. The role combines traditional IT Service Desk operations with AI quality monitoring, data analysis, user experience assessment, and continual service improvement. The role focuses on monitoring AI performance, identifying gaps and failure patterns, analyzing Service Desk data and user feedback, and translating insights into actionable improvements across the knowledge base, automation, conversational AI, and Service Desk processes. The role also provides operational Service Desk support, including the management of incidents, service requests, and user inquiries, ensuring that AI quality activities remain closely connected to real-world support operations and user needs.