Senior Customer Experience Analyst

We are seeking for a Senior Customer Experience Analyst to expand our team in Cyberjaya.

As a Senior Customer Experience Analyst, you will play a crucial role in providing top-notch end user support services to our important customers in Australia and the surrounding region.

You will be part of a dynamic team that supports a large fleet of Microsoft/Windows technology-based issues and requests, ensuring our customers' systems run seamlessly.

Responsibilities

• 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 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 by customers Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel and follow-up to update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team Identify and update
• Knowledge based articles with the possible improvements on procedures

• At least 2 years of experience in IT Service desk or IT support role
• Experience in supporting external clients preferably Australian clients
• Strong proven skillset and experiences in AD and M365 admin centers
• Ability to work independently and collaborate with cross-functional teams Attention to detail and strong organizational skills ITIL foundation certification is a plus BSc/BA in IT, Computer Science or relevant field.
• Certification such as MS900- Microsoft 365 Certified: Fundamentals, AZ900-Microsoft Certified: Azure Fundamentals and CompTIA IT Fundamentals will be an added advantage

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?*

No. Studies by several different sources have shown that, on average, men will apply for a job if they meet 60% of the requirements. In contrast, women, non-binary, and neurodivergent people aim for closer to 90%! Please don’t let us miss out on everything you have to offer just because there is some upskilling to do. We can teach the specifics of the job. What we can’t teach is Character – ie 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, chronic illnesses, 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.