Data Centre Service Delivery Expert
3 days ago
At a cutting-edge data centre, we're 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 by providing secure data centre configurations that support co-location, containerised and hyperscale compute environments with all campuses interconnected with high-speed carrier grade networks.
The key role of our service desk is to provide exceptional customer experience by effectively managing incidents and service request expectations, identifying and pursuing service improvement initiatives, managing complaints, suggestions, and compliments.
Key responsibilities include:
- Collaborate towards yours and your team's objectives and key results as agreed with management
- Handle customer queries/issues
- Capture, validate and triage queries or issues for further processing
- Manage incident communication to ensure information is gathered and communications are sent out as per SLAs
- Log, categorize, escalate & resolve incidents as per SLAs
- Log PIRs and complete associated actions as per SLAs
- Monitor and escalate alerts to 24x7 technicians and on-call support teams
- Manage service requests to ensure they are assigned appropriately and actioned within agreed SLAs
- Coordinate root cause analysis where recurring incidents have no root cause identified
- Contribute to knowledge management by compiling and keeping up-to-date knowledge articles
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