SENIOR CUSTOMER EXPERIENCE ANALYST

The Role

The Senior Customer Experience Analyst is responsible for overseeing the day-to-day operations of the service desk team. This role ensures that IT support services are delivered efficiently, meeting SLAs and customer satisfaction goals. The senior member will perform day-to-day service desk tasks, guide / mentor analysts, handle escalations, drive continuous improvement in service delivery, and oversee the smooth transition of new and offboarding customers.

Your Experience

• Bachelor’s degree in information technology or equivalent work experience (5 years).
• Ability to work independently and collaborate with cross-functional teams.
• Proven experience in a Service Desk role.
• Excellent communication and interpersonal skills.
• Ability to make informed decisions under pressure.
• Desire to develop and share knowledge.
• In-depth knowledge of managed services processes and best practices.
• ITIL Foundation certification is a plus.

Responsibilities

Oversee the logging, tracking, and resolution of incidents and service requests.

Lead the transition process for new and offboarding customers, ensuring minimal disruption.

Identify areas for process optimization and implement improvements.

Maintain strong relationships with internal teams, end users, and stakeholders.

Generate reports on service desk performance, ticket volume, resolution times, and SLA adherence.

Identify skill gaps and organize training sessions for the team.

Strong understanding of IT service management (ITSM) and ITIL principles.

Excellent leadership, coaching, and people management abilities.

Serve as the first point of contact for customers seeking technical assistance via phone or email.

Benefits

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

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 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, please let us know and we’ll be glad to facilitate.

Note : This description reflects the duties and responsibilities at the time of posting and may be subject to change.

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