We are looking for a Customer Experience Analyst to join our team in Cyberjaya.
As a Customer Experience Analyst, you will be involved in following work instruction-based processes to deliver first-level support for network-related requests and issues.
It entails ensuring compliance with customer service level agreements and serving as the primary point of contact for escalated requests and issues.
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.
ResponsibilitiesEnsure all policies, procedures and work instructions are followed in the interests of customer satisfaction and contractual obligations in a 24x7 environment.
Customer focus providing consultancy to business clients regarding availability and functionality of services.
Enforce and review MS process to ensure documentation is current and to provide management escalation for MS staff.
Acknowledgement and qualification of NMS alerts and open causes with the appropriate priority level.
Diagnoses of problems and provide solutions to achieve service restoration.
Provide first and second level technical support for customer fault escalations.
Escalation as required of cases to internal, management and third-party vendors.
Remote diagnostic troubleshooting and checks for customer incidents.
RequirementsMinimum 1 year experience in a NOC or Data Centre support environment.
Bachelor's degree in IT or any equivalent professional degree.
Industry certification with one or more of the following NSE / CCNA / Aruba is preferred.
Strong knowledge of MS office packages.
General understanding of LAN / WAN / Voice / Security / Server technologies.
Able to work on 12 hours rotational shift (Including weekends).
BenefitsAs 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.
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 usWe 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.#J-18808-Ljbffr