Customer Experience Analyst

Logicalis Asia Pacific; Cyberjaya; Hybrid; MYR 36,000 - 60,000; Full time

Job summary

Logicalis Asia Pacific is seeking an IT Customer Experience Analyst for our Cyberjaya team. This role involves serving as the first point of contact for customers, focusing on delivering outstanding service and resolving issues efficiently. The ideal candidate will display a strong customer-first attitude and possess a solid understanding of ITIL processes. Join us to be part of a supportive team environment that values learning and professional growth.

Benefits

Supportive team environment

Opportunities for career development

Flexible working arrangements

Engagement in meaningful projects

Qualifications

• Prior experience in Managed IT Services environment preferred.
• Experience with Active Directory, MS Exchange, and Microsoft Office Suite support.
• Self-starter with high attention to detail.

Responsibilities

• Provide high-level customer focus delivering accurate service information.
• Diagnose issues and provide solutions for service restoration.
• Manage competing priorities for timely service delivery.

Skills

Customer-first attitude

Strong understanding of ITIL processes

Excellent written and verbal communication skills

Attention to detail

Education

ITIL foundation accreditation

Tools

ServiceNow

Remote Desktop Support

Job description

Role Purpose

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 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 availability and functionality of services.
2. Enforcing and reviewing Logicalis processes to ensure documentation is current and initiating escalation as required.
3. Diagnosing issues and providing solutions, utilizing knowledge entries to achieve service restoration where possible.
4. Escalating unresolved problems/requests to relevant teams with accurate categorization, assessment, and prioritization.
5. Providing remote diagnostics and troubleshooting 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

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

Benefits

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

• A supportive team environment known for sharing knowledge, flexibility, diversity, and mutual help.
• Opportunities to explore different career paths, with support for learning new skills.
• Engagement in meaningful projects that allow for professional growth and impact.
• Flexible, modern working arrangements with a hybrid model of remote and in-person work.

Do I need to meet all the requirements to apply?

No. Studies show that men often apply if they meet 60% of requirements, while women, non-binary, and neurodivergent individuals aim for closer to 90%. Don’t let minor gaps hold you back. We value character traits like confidence, capability, and curiosity, which can be developed on 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 provide accommodations for applicants with disabilities or neurodiversity. If you need specific support during the application process, please let us know.