Customer Experience Analyst

Logicalis Group (DE); Cyberjaya; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading company in IT services is seeking an IT Customer Experience Analyst. The role involves supporting customer inquiries, managing issues, and ensuring excellent service delivery in a team-oriented environment. Ideal candidates demonstrate strong IT knowledge, communication skills, and a commitment to customer satisfaction.

Benefits

Supportive team environment

Career development opportunities

Flexible, modern working arrangements

Qualifications

• Experience in a Managed IT Services environment preferred.
• Strong understanding of ITIL processes required.
• Experience with Service Management tools is a plus.

Responsibilities

• Diagnosing issues and providing solutions for customer incidents.
• Managing competing priorities while ensuring timely service delivery.
• Providing remote diagnostics and troubleshooting for customer issues.

Skills

Customer-first attitude

Communication skills

Problem-solving

Attention to detail

Education

ITIL foundation accreditation

Tools

ServiceNow

Remote Desktop Compute Support

Active Directory

MS Exchange

Citrix administration

Microsoft Office Suite

Job description

As an 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, relying on each other for 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 required.
3. Diagnosing issues and providing solutions, utilizing knowledge entries to restore services where possible.
4. Escalating unresolved problems/requests to relevant teams, with accurate categorization, assessment, and prioritization.
5. Providing remote diagnostics, troubleshooting, and checks for customer incidents.
6. Responding to phone, email, and event alerts within defined contractual 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

• Demonstrate a customer-first attitude in every interaction.
• Previous experience in a Managed IT Services environment is preferred.
• Strong understanding of ITIL processes and ITIL foundation accreditation at minimum.
• Excellent written and verbal communication skills in English.
• Experience in Remote Desktop Compute Support, Active Directory, MS Exchange, Citrix administration, Multi-Function Device Support, and Microsoft Office Suite support.
• Experience with ServiceNow or other Service Management tools/ticketing systems.
• Self-starter with the ability to work well under pressure and high attention to detail.

Benefits of joining Logicalis Asia Pacific MSC:

• Supportive team environment: Known for being "Unselfish with knowledge," "Flexible and Diverse," and supportive through peer recognition.
• Career development opportunities: We support internal mobility and learning to help you grow into new roles.
• Broad experience and purpose: Contribute to impactful projects and see your ideas come to life.
• Flexible, modern working arrangements: Hybrid work model balancing remote and in-person work.

Do I need to meet all the requirements to apply?

No. Studies show that men often apply when they meet 60% of the requirements, while women, non-binary, and neurodivergent individuals tend to aim for closer to 90%. Don’t let this discourage you—character traits like confidence, capability, and curiosity are just as important as skills. We can teach the specifics of the job.

About us:

We are Logicalis, Architects of Change. We help organizations succeed in a digital-first world through our expertise in cloud, connectivity, collaboration, and security. With over 7,000 employees across 27 countries, we serve more than 10,000 clients globally, creating sustainable outcomes through technology.

We provide accommodations for people with disabilities or neurodiversity. If you need specific support during the application process, please let us know.

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