Customer Experience Analyst

2 weeks ago

Richmond, Australia Logicalis Australia Full time

**Role Purpose**

As **IT Customer Experience Analyst**, you will be the first point of contact to Logicalis’s customers. In this role you will work closely together with your team members as you rely on each other for success and positive customer outcome. We are looking for someone to join our Melbourne team onsite at our customer premise.

Your core responsibilities will consist of:

- Providing high level customer focus through delivery of accurate information to business clients regarding availability and functionality of services.
- Enforcing and reviewing Logicalis processes to ensure documentation is current and to initiate escalation as required.
- Diagnosing issues and provide solutions, utilising knowledge entries to achieve service restoration where possible.
- Escalation of all unresolved problems/requests to relevant teams; providing accurate categorisation, assessment and prioritisation.
- Providing remote or onsite diagnostic, troubleshooting and checks for customer incidents.
- Manage competing priorities between inbound calls and queue management within the enterprise ticketing system to ensure services are delivered within expected timeframes.
- Other duties as required.

**Requirements**:
**What will you bring?**
- Keen interest to develop further in an IT technical support role
- Previous experience in a _Managed IT Services_ environment will be ideal
- Possess a strong understanding of ITIL processes and have ITIL foundation accreditation as a minimum.
- Excellent written and verbal communication skills in English.
- Demonstrated experience in Remote Desktop Compute Support, Active Directory and MS Exchange administration; Citrix administration; Multi-Function Device Support and Microsoft Office Suite support.
- Experience in ServiceNow or other Service Management tools/ticketing systems.
- Pride yourself on being a self-starter who works well under pressure with a high attention to detail.

Well the above isn't a long list of prerequisites but you will certainly put yourself in the frame if you can show us the three **C's**:Confidence, Capability and Curiosity**

**CONFIDENCE,** in a team environment, is everything. At Logicalis, confidence equals self-awareness and self-assuredness with a good dose of common sense. Above all, it’s the ability for you to be you so you can do your thing

**CAPABILITY**. Obviously, you’ll need to demonstrate the ability to review and amend Commercial IT Contracts, but we look for other things too. Things like an ability to think on your feet and adaptability to change. Your capabilities will be different from most others you work with here, but that’s all part of the joy

**CURIOSITY** might have killed the cat, but it usually leads to new and exciting places in the world of IT. Curiosity drives our business - connecting dots, finding solutions, and creating opportunities. Being curious keeps your skills current and your industry awareness on the cutting edge

**Benefits**

**What’s in it for you?**

As a valued and respected 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. #Ll-Onsite

**About Logicalis Australia**

Logicalis Australia is a division of the Logicalis Group, an international IT Solutions Integrator who employs 7000+ staff, across 65 locations worldwide. With operations in Melbourne, Sydney, Brisbane and Cyberjaya, Malaysia. Logicalis Australia enables organisations to transform their internal capabilities and gain greater business value from their IT investment, and is widely regarded as a best-in-class leader of its field.

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