About Us
At Logicalis Asia Pacific, this is where you belong, grow, and thrive — at one of APAC's leading AI-driven technology integrators.
As the Architects of Change™, we combine global expertise with local insight to help organisations accelerate their journey toward becoming AI-ready enterprises. With 7,000+ professionals across 30 territories and more than 10,000 clients worldwide, we deliver lifecycle services across cloud, connectivity, collaboration, cybersecurity, and managed services — providing real-time visibility and intelligence across our clients' digital ecosystems.
You'll belong as part of a collaborative regional team embedded within a global organisation. You'll grow through hands-on experience with the world's leading technology partners, supported by investment in certifications, consulting capability, and cross-border opportunity. And you'll thrive in a culture built on inclusion, trust, and continuous improvement.
Logicalis is proud to be a Great Place to Work® Certified™ organisation across multiple APAC markets — because the commitment we bring to our clients belongs equally to our people.
Join us and help shape the future of technology across APAC.
Job Responsibilities:
Your most important and measurable responsibility will be achieving committed SLAs, Operational Efficiency & CSAT/NPS
Own the Customer Support process, driving quick resolution to customer-impacting issues. Maintain and develop a team of competent and technically talented problem solvers who can work independently and collaboratively with other functional groups.
Establish and adhere to customer support case management practices, including meeting defined SLAs.
Day-to-day customer support operations and team management, including overseeing and maintaining the Customer Support team's quality and direction.
Work toward Service Desk or ISO related Certifications
Develop and keep a well-organized team to effectively support business objectives while maintaining a highly productive work environment.
Analyse, implement improvement and report on support metrics, business impact, customer impact, and team performance.
Own escalated support issues; support metrics, including 1st response time, customer satisfaction, resolution time, and more.
Identify technical issues and communicate them internally and externally. Create and maintain internal documentation (KEDB, KMDB) to help determine the appropriate actions and responses.
Ensure service levels are always maintained and continuously seek ways to improve the delivery of customer support. Evolve critical processes across the teams to scale and drive customer value
Develop and focus on continuous improvement and evolution of support offerings. Implement systems and processes designed to enable scale and support excellence
Build Support career framework to enhance the team's focus on personnel development
Provide senior management with regular status reports and alert management of any problems or potential service problems, as appropriate.
Required Traits:
Obsessed with Customer Satisfaction & Service Quality.
Independent and self-motivated to drive outcomes.
Collaborative and Team Player to synergize with various department.
Deep understanding of operational processes to drive efficiency.
Strong believer of Governance and metric driven service improvement.
Ability to drive high priority cases towards resolution with sense of urgency
Positive outlook and able to work under pressure.
Strong Customer Management and Team management skills
Analytics & Data Driven
Required Qualifications:
- Essential
Excellent verbally and written communication skills in English.
Bachelor’s Degree in Engineering, Computer Science, Business, or a related field.
ITIL Foundation v3, v4 or higher.
Experience with ITSM Platforms (ServiceNow, Remedy, Atlassian, etc..)
High level of technical competency and acumen
Able to perform multi-tasking and time management
Expert in documentation and reporting deliverables.
5 years…