Senior Customer Experience Analyst

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 offboa...