SENIOR CUSTOMER EXPERIENCE ANALYST

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 and will guide / mentor analysts, handle escalations, drive continuous improvement in service delivery, and oversee the smooth transition of new and offboarding customers.

Responsibilities

• Incident & Request Management : Oversee the logging, tracking, and resolution of incidents and service requests. Ensure tickets are properly categorized, prioritized, and escalated as needed. Act as the point of escalation for complex or critical issues. Maintain service level agreements (SLAs) and response time targets.
• Customer Transition & Onboarding : Lead the transition process for new and offboarding customers, ensuring minimal disruption. Work closely with implementation teams to ensure a smooth handover to operational support. Develop and maintain documentation for customer-specific processes and requirements. Coordinate with internal teams to ensure that service desk resources are adequately trained for new customer environments. Communicate changes in support responsibilities, expectations, and SLAs to stakeholders.
• Process Improvement & Service Quality : Identify areas for process optimization and implement improvements. Develop and maintain knowledge base articles and documentation. Monitor ticket trends to address recurring issues proactively. Ensure adherence to ITIL best practices and service management frameworks.
• Customer Satisfaction & Stakeholder Management : Maintain strong relationships with internal teams, end users, and stakeholders. Conduct customer feedback surveys and drive initiatives to enhance service quality. Communicate service updates, outage information, and resolution timelines effectively.
• Reporting & Metrics : Generate reports on service desk performance, ticket volume, resolution times, and SLA adherence. Present key performance indicators (KPIs) to management.
• Training & Development : Identify skill gaps and organize training sessions for the team. Ensure new team members receive proper onboarding and guidance. Encourage a culture of continuous learning and knowledge sharing.
• Technical Skills : Strong understanding of IT service management (ITSM) and ITIL principles. Experience with ticketing systems (e.g., ServiceNow, Jira, or similar). Good knowledge of Windows, Active Directory, Office 365, and networking fundamentals. Familiarity with remote troubleshooting tools and techniques.
• Soft Skills : Excellent leadership, coaching, and people management abilities. Strong problem-solving and decision-making skills. Effective communication and customer service orientation. Ability to handle high-pressure situations and escalations.
• Accountabilities : Serving as the first point of contact for customers seeking technical assistance over the phone or email. Ensure user queries or issues are captured in the ticketing tool, validated, and triaged for further processing. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided and follow-up to update customer status and information. Pass on feedback or suggestions by the customer to the appropriate internal team. Maintain knowledge base articles with possible improvements on procedures.

Your Experience

Benefits

Supportive team environment with a culture described as having a focus on knowledge sharing, flexibility, diversity, and mutual support.

About the Application

Do I need to meet all the requirements to apply? No. We encourage applicants to bring their strengths and potential to learn. 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.

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 (tools, time, etc.), and feel comfortable disclosing this, please let us know and we’ll be glad to facilitate.

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