The Role

The Senior Customer Experience Lead is responsible for overseeing the day-to-day operations of the service desk team. This role ensures that IT support services are delivered efficiently, meeting SLAs and customer satisfaction goals. The Senior member performs day to day service desk task and will guide/mentor analysts, handle escalations, drive continuous improvement in service delivery, and oversee the smooth transition of new and offboarding customers.

The Person

Incident & Request Management

Oversee the logging, tracking, and resolution of incidents and service requests.
Ensure tickets are properly categorized, prioritized, and escalated as needed.
Act as the point of escalation for complex or critical issues.
Maintain service level agreements (SLAs) and response time targets.

Customer Transition & Onboarding

Lead the transition process for new and offboarding customers, ensuring minimal disruption.
Work closely with implementation teams to ensure a smooth handover to operational support.
Develop and maintain documentation for customer-specific processes and requirements.
Coordinate with internal teams to ensure that service desk resources are adequately trained for new customer environments.
Communicate changes in support responsibilities, expectations, and SLAs to stakeholders.

Process Improvement & Service Quality

Identify areas for process optimization and implement improvements.
Develop and maintain knowledge base articles and documentation.
Monitor ticket trends to address recurring issues proactively.
Ensure adherence to ITIL best practices and service management frameworks.

Customer Satisfaction & Stakeholder Management

Maintain strong relationships with internal teams, end users, and stakeholders.
Conduct customer feedback surveys and drive initiatives to enhance service quality.
Communicate service updates, outage information, and resolution timelines effectively.

Reporting & Metrics

Generate reports on service desk performance, ticket volume, resolution times, and SLA adherence.
Present key performance indicators (KPIs) to management.

Training & Development

Identify skill gaps and organize training sessions for the team.
Ensure new team members receive proper onboarding and guidance.
Encourage a culture of continuous learning and knowledge sharing.

Technical Skills

Strong understanding of IT service management (ITSM) and ITIL principles.
Experience with ticketing systems (e.g., ServiceNow, Jira, or similar).
Good knowledge of Windows, Active Directory, Office 365, and networking fundamentals.
Familiarity with remote troubleshooting tools and techniques.

Soft Skills

Excellent leadership, coaching, and people management abilities.
Strong problem-solving and decision-making skills.
Effective communication and customer service orientation.
Ability to handle high-pressure situations and escalations.

Accountabilities

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 and follow-up to update customer status and information
Pass on any feedback or suggestions by customer to the appropriate team internal team identify and update
Knowledge based articles with the possible improvements on procedures.
Act as a point of escalation and guidance for less experienced team members, supporting consistent service quality and knowledge sharing.

Your Experience

Requirements:

Bachelor's degree in information technology or equivalent work experience (5 Years).
Ability to work independently and collaborate with cross functional teams.
Proven experience in a Service Desk Role.
Excellent communication and interpersonal skills.
Ability to make informed decisions under pressure.
Have a passion and desire to develop and share knowledge.
In-depth knowledge of managed services processes and best practices.
ITIL Foundation certification is a plus.

Benefits

As a valued member of Logicalis Asia Pacific MSC 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: A hybrid working model that allows for a balance of productive remote working and in-person collaboration.

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 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.

Senior Customer Experience Analyst