Service Desk Coordinator

4 months ago

Parramatta, Australia CDC Data Centres Full time

**About us**:
Established in 2007, CDC Data Centres is Australia’s leading operator of sovereign, secure, world-class data centre facilities.

Headquartered in Canberra with multiple facilities in the ACT, NSW, VIC and New Zealand, CDC’s diversified operations provide secure data centre configurations that support co-location, containerised and hyperscale compute environments with all campuses interconnected with high-speed carrier grade networks.

At CDC we are passionate about creating an inclusive workplace that promotes and values diversity. We believe that everyone’s unique experiences enable us to deliver meaningful benefits for our people, our clients and communities. Our mission is to attract, retain and grow the world’s best data centre team.

Our people are committed, tenacious and meticulous in supporting our customers. Together, we configure the landscape to meet the security, reliability, connectivity and sustainability needs for today and tomorrow.

**About the role**:
The CDC service desk provides an important role for our Data Centre Operations business, as it serves as the point of contact for all issues related to our critical infrastructure and services.

In this critical 24/7 role, the service desk is responsible for effectively managing incidents, changes, and service request, ensuring timely resolution and minimising disruptions. Service Desk also recommend service improvement initiatives, managing complaints, suggestions, and compliments; and most serving as the DC Operations voice of CDC to our customers.

Key Accountabilities:

- Address customer queries and issues, ensuring timely and effective resolution while capturing and triaging them for further processing.
- Manage incidents by logging, categorising, escalating, and resolving them according to Service Level Agreement (SLAs), and communicate updates as required.
- Oversee Post-Incident Reviews (PIRs), ensuring they are logged, completed, and any actions are assigned and resolved within SLAs.
- Monitor alerts and escalate them to 24x7 technicians and on-call support teams as needed.
- Support the Change Manager with change approvals, extension of dates, Change Advisory Board (CAB) note-taking and actions, and change communications.
- Handle service requests, ensuring they are appropriately assigned and actioned within SLAs.
- Coordinate root cause analysis for recurring incidents without identified root causes.
- Maintain and update knowledge articles to improve troubleshooting efficiency and support. Perform ad-hoc reporting and administrative duties as required

**Why work for CDC?**
- Access to CDC Academy: As part of our commitment to professional development, we provide access to our online learning platform, CDC Academy. You will have the opportunity to expand your skill set and stay up to date with industry trends through a wide range of training courses.
- Rewards and recognition: to remind employees that they are valued and play a key role in CDC’s business. An inspiring workspace: CDC is a place where people want to be and see their ideas become a reality in CDC’s future.

**About you**:
This opportunity requires strong and effective communication and incident response skills. We are seeking proactive problem solvers who demonstrate a sense of urgency and a customer-centric approach. You are motivated to consistently prioritise client needs and deliver exceptional service.

We highly encourage those who resonate with the characteristics described and have similar or transferable experience to apply.
- Motivated to provide outstanding customer service.
- Excel at resolving challenges through innovative problem-solving.
- Self-motivated and enjoy contributing to a team-focused environment. Skilfully handle customer service inquiries while maintaining operational standards

**Essential**:

- Australian Citizenship with ability to obtain and maintain a NV1 Security Clearance.
- Ability and availability to work 24/7 shift work

**How to Apply**:
If you are looking for an opportunity to play a vital role in a fast-growing Australian Technology company and be part of our amazing team, please submit your resume and cover letter by clicking Apply.

We are committed to fostering a diverse and inclusive workplace where all individuals are valued and respected. We believe that diversity of backgrounds, perspectives, and experiences leads to innovation and success. We actively promote equality and strive to create a welcoming environment for all employees. We are dedicated to building a team that reflects the diversity of our community and encourages everyone to bring their authentic selves to work.

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