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SENIOR CUSTOMER EXPERIENCE ANALYST

SENIOR CUSTOMER EXPERIENCE ANALYST

Logicalis Asia PacificCyberjaya, Selangor, Malaysia
8 jam yang lalu
Penerangan pekerjaan

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

  • 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 :

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

  • Capture user queries or issues in the ticketing tool, validate and triage for processing.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution and follow up to update customer status and information.
  • Relay feedback or suggestions to the appropriate internal teams and update accordingly.
  • Maintain knowledge base articles with possible improvements to procedures.

    • Benefits

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

  • Supportive team environment focused on knowledge sharing and collaboration.
  • Opportunity to learn and grow across roles and specialties with company support.
  • Flexible, modern working arrangements with a hybrid model.

    • 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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