As our Service Desk Operator, you are the first point of contact in providing frontline customer support and incident resolution within NEXTDC Global Integrated Operation Centre (GIOC), which operates on a 24/7 basis. Your role will be responsible for promptly responding to customer inquiries, incidents and service requests, while collaborating within the GIOC team to ensure smooth task resolution.
Working arrangement: Work only for 4 days in a week!
- Fixed Morning shift: 7 am to 3.30pm, or
- Fixed Evening shift: 3pm to 11.30pm, or
- Fixed Night shift: 11pm to 7.30am
In this role, you will be playing a pivotal function in our world class customer experience:
- Provide courteous and efficient frontline customer support through various channels, including phone, email, and ticketing systems.
- Promptly respond to and triage customer inquiries, incidents, and service requests, ensuring accurate categorisation and prioritisation.
- Log all customer interactions, incidents, and service requests in the service desk system, documenting relevant details for tracking and resolution.
- Follow established service desk procedures and workflows to address incidents, resolve issues, and fulfill service requests.
- Adhere to service desk performance metrics and Key Performance Indicators, striving for continuous improvement and meeting service level agreements (SLAs).
If you are looking for structured hours with consistent days off each week, this role would be a perfect fit for you!
- Excellent customer services skills including liaising with internal stakeholders
- Experience working within customer service, customer resolution, or service desk
- Ability to work both independently as well as part of a team to ensure SLAs are met
- Able to commit to the working hours and days advertised
- Fluency in English and Malay – both written and oral to a professional level
- Opportunity to be a vital part of NEXTDC
- Inclusive, diverse and values-driven working culture
- Great opportunities to progress within our company (grow as we grow)
Our mission is to continue building a diverse and inclusive workforce which represents the communities in which we operate.
Make NEXTDC your next move.
