Customer Experience Analyst

Logicalis Asia Pacific; Cyberjaya; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading technology service provider in Cyberjaya is looking for an IT Customer Experience Analyst to be the first point of contact for customers. The ideal candidate should possess strong ITIL process knowledge and excellent communication skills, with a focus on customer satisfaction. Experience in a Managed IT Services environment is preferred. This role offers flexible, modern working arrangements and opportunities for professional development.

Benefits

Supportive team environment

Professional development opportunities

Flexible working arrangements

Qualifications

• Previous experience in Managed IT Services.
• Strong understanding of ITIL processes.
• Experience with Active Directory and MS Exchange administration.

Responsibilities

• Provide accurate information regarding services to clients.
• Diagnose issues and provide solutions to restore service.
• Respond to phone, email, and event alerts according to SLAs.

Skills

Customer first attitude

Written communication skills

Verbal communication skills

Education

ITIL foundation accreditation

Tools

ServiceNow

Remote Desktop Computer Support

Microsoft Office Suite

Job description

Role Purpose

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

Responsibilities

• Providing high level customer focus through delivery of accurate information to business clients regarding availability and functionality of services.
• Enforcing and reviewing Logicalis processes to ensure documentation is current and to initiate escalation as required.
• Diagnosing issues and provide solutions, utilising knowledge entries to achieve service restoration where possible.
• Escalation of all unresolved problems/requests to relevant teams; providing accurate categorisation, assessment and prioritisation.
• Providing remote diagnostic and troubleshooting and checks for customer incidents.
• Responding to phone, email, and event alerts within the defined, contractual SLA’s.
• Manage competing priorities between inbound calls and queue management within the enterprise ticketing system to ensure services are delivered within expected timeframes.
• Other duties as required.

Requirements

• Display and apply a customer first attitude in each interaction.
• Previous experience in a Managed IT Services environment will be ideal
• Possess a strong understanding of ITIL processes and have ITIL foundation accreditation as a minimum.
• Excellent written and verbal communication skills in English.
• Demonstrated experience in Remote Desktop Compute Support, Active Directory and MS Exchange administration; Citrix administration; Multi-Function Device Support and Microsoft Office Suite support.
• Experience in ServiceNow or other Service Management tools/ticketing systems.
• Pride yourself on being a self-starter who works well under pressure with a high attention to detail.

Benefits

• Supportive team environment: Confidential pulse checks tell us we are known for being "Unselfish with knowledge", "Flexible and Diverse" and "Give a shout-out and there will always be help"
• Pick your own adventure: Our people have moved from Helpdesk to Cloud-Engineering. Admin to Project/Program Management. Project Management to Product Development. If something interests you, we\'ll fund you to learn it, so you can become it!
• Breadth of experience and purpose: People here can have an idea, make a plan, and see it through. Our people enjoy genuinely impacting change and controlling their professional success.
• Flexible, modern, working arrangements: A hybrid working model that allows for a balance of productive remote working and in-person collaboration.

Do I need to meet all the requirements to apply?

No. Studies by several different sources have shown that, on average, men will apply for a job if they meet 60% of the requirements. In contrast, women, non-binary, and neurodivergent people aim for closer to 90%! Please don’t let us miss out on everything you have to offer just because there is some upskilling to do. We can teach the specifics of the job. What we can’t teach is Character – ie Confidence, Capability, Curiosity.

About us

We are Logicalis, Architects of Change™. We assist organizations in succeeding in a digital-first world by harnessing our collective technology expertise. Our lifecycle services, including cloud, connectivity, collaboration, and security, optimize operations, reduce risk, and empower employees. As a global tech service provider, we also deliver managed services to provide real-time visibility and insights across clients\' digital ecosystems. With 7000+ employees in 27 countries, we help 10,000+ clients globally create sustainable outcomes through technology.

For people living with disabilities or neurodiversity; adjustments and support will be made available to create a more comfortably aligned application process. If you need any specific accommodations (tools, time, etc.), and feel comfortable disclosing this, please let us know and we’ll be glad to facilitate.