Customer Experience Lead

Job Description

The Role:

As the Customer Experience Lead within our Managed Services business, you will lead the Service Desk team providing excellent service to our managed service customers. You will monitor and drive key service stats and help coordinate resources to ensure high levels of service are maintained.

This role is a combination of technical resolution and team oversight where you will lean on your technical knowledge/experience to guide and coach the team in best practice resolution. The role requires adaptability to jump in and contribute to technical tickets with the techs when team workload requires it.

Accountabilities

• Lead, motivate, and prioritise the service desk team to achieve strong team performance, productivity, and engagement.
• Conduct performance reviews with the team, document and track their career and development plans.
• Monitoring key performance trends, and proactively identify and mitigate any operational risks.
• Ensure the team are delivering positive customer outcomes within the agreed service levels agreements.
• Act as the escalation point for any critical operational issues for your team.
• Encourage a collaborate and supportive team environment.
• Diagnosing issues and provide solutions, utilising knowledge entries to achieve service restoration where possible.
• Regularly review your teams operational processes to ensure documentation and KB's are maintained and current.
• Attend meetings with customers as required with Service Delivery Managers
• Contribute to L2 ticket troubleshooting and resolutions
  
  

About You

• You will display and apply a customer first attitude in each interaction
• Illustrate an understanding of wider business goals and objectives
• Hold previous experience in a Service Centre or Managed Service environment
• Demonstrate a strong understanding of ITIL processes and have ITIL foundation accreditation as a minimum
• Possess excellent written and verbal communication skills in English
• Be conscientious of workload and work distribution with the ability to work autonomously throughout the team.
• Exhibit demonstrable experience of being a visible, approachable leader.
• Keen problem-solving mindset with the ability to guide teams to outcomes across a variety of IT supports areas
• Pride yourself on being a self-starter who works well under pressure with a high attention to detail;
• Exhibit excellent customer management skills and a strong understanding of Service Level Agreements.
• Exhibit passion and desire to develop and share knowledge
• Have demonstrated technical experience in L2 end user support with regards to: Active Directory, Intune/Azure, Exchange Admin Centre, PowerShell/CMD.
  
  

KPI's will be measured at an individual and team level where appropriate:

• Ticket performance compliance
• Customer satisfaction score within agreed target
• Phone answered or tickets responded within SLA
• Ticket triage compliance
• Customer update compliance
• Ticket age compliance
• Resolution SLA
  
  

Most importantly, you are Confident, Capable, Curious and Customer Obsessed. Being Confident means presenting your opinions or admitting when you don't have the answer. Being Capable means having the skills you need to succeed, and able to learn the ones not yet in your wheelhouse. Being Curious, your thirst for knowledge and self-improvement, your comfort in boldly questioning the status quo, and leaving artificial harmony at the door help define you. Being Customer Obsessed, means placing the customer at the heart of every decision, action and strategy. It's about deeply understanding customer needs, anticipating challenges, and continuously innovating to deliver exceptional experiences.

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.