Arbetsbeskrivning

Role: Service Desk Quality Analyst (Multilingual IT Support)

Location: Malmö, Sweden (on-site)

Experience: 2+ years (flexible)

Language Requirements:

• Fluency in English and Swedish (mandatory)
• Danish and/or Finnish

Tata consultancy Services is an IT services, consulting and business solutions organization that has been partnering with many of the world’s largest businesses for the past 50 years. We believe innovation and collective knowledge can transform all our futures with greater purpose. We help companies across industries achieve their strategic goals and lead their digital transformation programs. With 600,000 experts globally and 18,000+ consultants working for leading Nordic Customers, we have a strong sense of purpose for the ecosystem around us – our employees, partners, customers and society.

About the Role

Are you passionate about delivering exceptional customer experience and improving service quality?

We are looking for a Service Desk Quality Analyst to join our growing team in Malmö. In this role, you will play a key part in ensuring high-quality IT support services by monitoring, evaluating, and enhancing interactions across multiple Service Desk channels.

You will work closely with Service Desk agents and leadership to drive continuous improvement across multilingual support in English, Swedish and Finnish or Danish (depending on your skills).

Key Responsibilities

• Review call recordings, chat transcripts, and ticket documentation across phone, email, and chat channels
• Ensure adherence to quality standards, processes, and compliance requirements
• Provide structured, actionable feedback to Service Desk agents
• Highlight strengths, improvement areas, and recommended best practices
• Identify recurring skill gaps and contribute to coaching plans and training initiatives
• Produce QA reports covering quality trends, key issues, and compliance observations
• Identify systemic issues such as knowledge gaps, tool inefficiencies, or process bottlenecks
• Support improvements in SOPs, call scripts, ticket templates, and knowledge base articles

About You

We’re looking for someone who combines analytical thinking with strong communication and coaching skills.

Required Skills & Experience

• Experience in IT Service Desk, Technical Support, Quality Assurance, or Service Management (approx. 2+ years)
• Good understanding of Incident Management and ITSM processes (ITIL knowledge is a plus)
• Strong written and verbal communication skills
• Coaching mindset with the ability to provide constructive feedback

Does that sound interesting?

You are welcome to submit your application by emailing your CV.

NOTE: Please state ServiceDeskQuality in the subject line.

CV should be sent to [email protected]

We work with ongoing recruitment so send in your application as soon as possible

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