Customer Experience Analyst

1 week ago

Richmond, Australia Logicalis Australia Full time

Role Purpose


As
IT Customer Experience Analyst, you will provide a single point of contact and ownership whilst proactively communicating with internal departments and SME's to escalated and resolve.


Your core responsibilities will consist of:

  • Customer support and information delivery
  • Process enforcement and review with escalation as necessary
  • Issue diagnosis and resolution through knowledge entries
  • Accurate escalation of unresolved problems/requests to relevant teams
  • Remote and onsite diagnostic and troubleshooting for customer incidents
  • Management of inbound calls and queue prioritization to ensure timely service delivery.

Requirements:

What will you bring?

  • Customerfirst attitude
  • IT technical support background or interest
  • Ideally have Managed IT Services experience, and familiar with Service Management tool/ticketing system.
  • Possess a strong understanding of ITIL foundation accreditation.
  • Strong communication skills in English
  • Demonstrated experience in Remote Desktop, Active Directory, MS Exchange, Citrix, multifunction device support, and Microsoft Office Suite

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 Helpdesk 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: Find your own method for collaboration and productivity to achieve a happy balance. #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.

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