SENIOR CUSTOMER EXPERIENCE ANALYST

Overview

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 and will 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.
• Have a passion and desire to develop and share knowledge.
• In-depth knowledge of managed services processes and best practices.
• ITIL Foundation certification is a plus.

Responsibilities - The Person

Customer Transition & Onboarding

Process Improvement & Service Quality

Reporting & Metrics

Training & Development

Technical Skills

Soft Skills

Accountabilities

Benefits & Culture

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

Do I need to meet all the requirements to apply?

No. Studies by several sources have shown that, on average, men apply when they meet 60% of the requirements, while women, non-binary, and neurodivergent people aim for closer to 90%. We can teach the specifics of the job. What we can\'t teach is Character – 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. We are committed to accessibility; adjustments and support are available to create a more comfortable application process. If you need any accommodations, please let us know and we\'ll facilitate.

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