Customer Experience Analyst

2 days 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?**
- Customer-first 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, multi-function 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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