Customer Experience Analyst

Logicalis; Cyberjaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

Logicalis seeks an IT Customer Experience Analyst to join their Cyberjaya team. This role involves being the first point of contact for customers, providing support and solutions, and maintaining customer satisfaction through effective communication and troubleshooting. We are looking for self-starters who can thrive in a managed IT environment and demonstrate a strong customer-focused attitude.

Benefits

Supportive team environment

Opportunities for career growth

Flexible working arrangements

Qualifications

• Experience in a Managed IT Services environment preferred.
• Strong understanding of ITIL processes.
• Experience in Remote Desktop Support.

Responsibilities

• Provide high-level customer focus through accurate information delivery.
• Diagnose issues and provide solutions, restoring services when possible.
• Manage priorities between inbound calls and ticketing system.

Skills

Customer focus

Troubleshooting

Communication skills

Attention to detail

Education

ITIL foundation certification

Tools

ServiceNow

Microsoft Office Suite

Active Directory

MS Exchange

Citrix

Job description

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 Consist Of

• Providing high-level customer focus through accurate information delivery regarding service availability and functionality.
• Enforcing and reviewing Logicalis processes to keep documentation current and initiating escalation when necessary.
• Diagnosing issues and providing solutions, utilizing knowledge entries to restore services where possible.
• Escalating unresolved problems or requests to relevant teams with proper categorization, assessment, and prioritization.
• Providing remote diagnostics, troubleshooting, and checks for customer incidents.
• Responding to phone, email, and event alerts within defined SLA’s.
• Managing priorities between inbound calls and queue management within the enterprise ticketing system to ensure timely service delivery.
• Performing other duties as required.

Requirements

• Displaying a customer-first attitude in every interaction.
• Experience in a Managed IT Services environment is preferred.
• Strong understanding of ITIL processes and ITIL foundation certification.
• Excellent written and verbal communication skills in English.
• Experience in Remote Desktop Support, Active Directory, MS Exchange, Citrix, Multi-Function Devices, and Microsoft Office Suite support.
• Experience with ServiceNow or similar ticketing systems.
• Self-starter with the ability to work under pressure and high attention to detail.

Benefits

As a member of Logicalis Asia Pacific MSC, you will enjoy benefits such as:

• A supportive team environment known for sharing knowledge and collaboration.
• Opportunities for career growth and skill development, supported by the company.
• Meaningful work with the ability to see your ideas come to fruition.
• Flexible, hybrid working arrangements.

Application Note

Meeting all requirements is not mandatory to apply. We value character traits such as Confidence, Capability, and Curiosity. We encourage diverse applicants and provide accommodations for those with disabilities or neurodiversity.

About Us

Logicalis is a global technology services provider dedicated to enabling organizations in a digital-first world. We offer lifecycle services across cloud, connectivity, collaboration, and security, helping clients optimize operations and reduce risks. With over 7,000 employees across 27 countries, we serve more than 10,000 clients worldwide.