We are looking for a Customer Experience Analyst to join our team in Cyberjaya.As a Customer Experience Analyst, you will provide support for all end-user/ desktop technology requests or issues that customers present.Your core objective is to restore service for the customer as quickly as is possible and, where further escalation is required, provide a single point of contact and ownership.**Responsibilities**- Diagnose issues and provide speedy solutions, utilising knowledge to personally achieve service restoration- Escalate all unresolved problems/requests to relevant teams providing accurate categorization, assessment, and prioritisation- Perform remote diagnostic troubleshooting and checks for customer incidents**Requirements**:- A motivated and driven person with a proven IT background or a first-rate IT customer service consultant with a passion for IT/ Network/ Desktop Computing. Customer success is in your veins. You thrive on playing your part in helping customers achieve their goals.- Ideally, you will need to have a degree or formal IT qualification and/or experience in a similar role, with proven experience in IT customer service support.- Technology-wise, you must have a basic technical understanding of LAN/WAN/ Security/ Server / Active Directory/ Desktop/ Windows 10 technologies and a sound understanding of what ITIL is and MS office packages.- Preferably with at least 1 to 2 years of work experience in an IT / NOC/ Managed Services environment- You will have demonstrable problem solving skills- An analytical and systematic approach in resolution, coupled with excellent relationship management skills will see you excel- Ability to communicate fluently in English at all levels and a can do attitude is key.- This role currently operates on a permanent night shift ( Mondays to Fridays) in Cyberjaya and is a 12 months contract role**Benefits**As a valued member of **'Logicalis Australia'** you will enjoy several benefits, such as;- Supportive team environment: Confidential pulse checks tell us we are known for being "Unselfish with knowledge", "Flexible and Diverse" and "Give a shout-out and there will always be help"- Pick your own adventure: Our people have moved from Help-desk to Cloud-Engineering. Admin to Project/Program Management. Project Management to Product Development. If something interests you, we'll fund you to learn it, so you can become it!- Breadth of experience and purpose: People here can have an idea, make a plan, and see it through. Our people enjoy genuinely impacting change and controlling their professional success.- Flexible, modern, working arrangements: Flexible model that allows for productive remote working and in person collaboration. #LI-Hybrid**Do I need to meet all the requirements to apply?****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.
