Customer Experience Analyst

Logicalis Asia Pacific; Cyberjaya; Hybrid; MYR 36,000 - 54,000; Full time

Job summary

Une entreprise en pleine croissance offre un poste d'Analyste en expérience client IT à Cyberjaya. Dans ce rôle, vous serez la première ligne de contact pour les clients, en fournissant un soutien et des solutions sur les services de l'entreprise. Ce poste dynamique requiert une forte éthique de service, une compréhension des processus ITIL, et des compétences en communication. Vous bénéficierez d'un environnement de travail flexible et d'opportunités de développement professionnel.

Benefits

Environnement d'équipe soutenant

Opportunités de développement professionnel

Équilibre travail-vie personnelle

Qualifications

• Expérience en environnement de services gérés préférée.
• Compréhension des processus ITIL.
• Compétences en support à distance et administration d'Active Directory.

Responsibilities

• Diagnostiquer les problèmes et fournir des solutions aux incidents des clients.
• Gérer les priorités entre les appels entrants et la gestion des files d'attente.
• Répondre aux alertes et communications selon les SLA définis.

Skills

Communication

Service client

Troubleshooting

Gestion des priorités

Education

ITIL Foundation

Tools

ServiceNow

MS Office Suite

Job description

Role Purpose

As IT Customer Experience Analyst, you will be the first point of contact for Logicalis’s customers. In this role, you will work closely with your team members to ensure success and positive customer outcomes. We are looking for someone to join our Cyberjaya team.

Your core responsibilities will include:

1. Providing high-level customer focus by delivering accurate information to business clients regarding service availability and functionality.
2. Enforcing and reviewing Logicalis processes to ensure documentation is current and initiating escalation when necessary.
3. Diagnosing issues and providing solutions, utilizing knowledge entries to restore services where possible.
4. Escalating unresolved problems or requests to relevant teams with proper categorization, assessment, and prioritization.
5. Providing remote diagnostics and troubleshooting for customer incidents.
6. Responding to phone, email, and event alerts within the defined SLAs.
7. Managing competing priorities between inbound calls and queue management within the enterprise ticketing system to ensure timely service delivery.
8. Performing other duties as required.

Requirements

1. Demonstrate a customer-first attitude in every interaction.
2. Previous experience in a Managed IT Services environment is preferred.
3. Strong understanding of ITIL processes and ITIL foundation accreditation at minimum.
4. Excellent written and verbal communication skills in English.
5. Experience in Remote Desktop Support, Active Directory, MS Exchange, Citrix administration, Multi-Function Device Support, and Microsoft Office Suite.
6. Experience with ServiceNow or similar Service Management tools.
7. Self-starter who works well under pressure with high attention to detail.

Benefits

As a valued member of Logicalis Asia Pacific MSC, you'll enjoy:

• A supportive team environment known for knowledge sharing, flexibility, diversity, and mutual help.
• Opportunities to grow and learn new skills, with support for professional development.
• The chance to make a meaningful impact and control your professional success.
• Flexible, modern hybrid working arrangements for work-life balance.

Do I need to meet all the requirements to apply?

No. Studies show that men often apply if they meet 60% of the requirements, while women, non-binary, and neurodivergent individuals tend to aim for 90%. Don’t let incomplete qualifications deter you; we value character traits like confidence, capability, and curiosity. We can teach the specifics of the job.

About us:

Logicalis is an architect of change, helping organizations succeed in a digital-first world through technology expertise. We offer lifecycle services including cloud, connectivity, collaboration, and security, to optimize operations, reduce risks, and empower employees. With over 7,000 employees across 27 countries, we serve more than 10,000 clients globally, creating sustainable outcomes through technology.

We support applicants with disabilities or neurodiversity by providing accommodations during the application process. If you need specific adjustments, please let us know.