Service Help Desk (Communications)

About The RoleRole Purpose:The Executive - Service Help Desk (Communication) serves as the primary central point of contact and communication hub for all operational activities, incidents, and service requests within a 24/7 mission critical data center environment. This role is responsible for ensuring timely, accurate, professional, and consistent information flow between internal operations teams, external clients, vendors, and management. The Executive will play a crucial role in maintaining transparency and managing expectations during critical events and routine service delivery.  

Key Responsibilities

:Incident Communication Management:Act as the central communication point during all operational incidents (e.g., power outages, cooling system failures, network disruptions, security breaches).Disseminate real-time incident updates, status reports, and resolution notifications to predefined internal stakeholders (NOC, Facility Operations, Security, IT Support) and external clients via various channels (email, SMS, conference bridge calls) following established communication protocols and escalation matrices. Ensure all communications are clear, concise, accurate, and adhere to service level agreements (SLAs) for incident notification.Service Request & Ticketing System Management:Receive, log, categorize, and prioritize all incoming service requests (e.g. remote hands requests, service queries, routine checks) from clients and internal teams via phone, email, and the ticketing system. Create and meticulously update incident and service request tickets in the designated platform (e.g., ServiceNow, Jira, or similar). Ensure all relevant information is captured accurately. Assign tickets to the appropriate operational teams (e.g., Mechanical, Electrical, Security, IT Support) for resolution, adhering to defined routing rules and escalation paths. Monitor ticket progress, follow up with resolution teams, and ensure timely updates are provided to stakeholders.Client & Stakeholder Communication:Handle inbound and outbound communication with data center clients regarding service status, planned maintenance schedules, incident updates, and general operational queries. Provide polite, professional, and accurate responses to client inquiries, escalating complex issues to appropriate technical or client management teams. Manage client expectations regarding response and resolution times.Internal Coordination & Escalation:Coordinate effectively with various internal operations teams to gather information, provide updates, and facilitate efficient issue resolution.Act as the first line of escalation for communication issues or delays, ensuring adherence to internal communication SOPs. Facilitate communication between shifts during handover to ensure seamless continuity of operations and incident awareness.Reporting & Documentation:Prepare comprehensive daily shift handover reports, summarizing key incidents, service requests, and communication activities during the shift. Assist in generating incident summary reports, post-incident reviews (PIRs), and other communication-related metrics.Maintain and update communication contact lists, escalation matrices, and standard operating procedures (SOPs) for help desk communication functions. Basic Monitoring & Alerting (as required): May involve basic monitoring of communication channels, dashboards, or alerting systems to proactively identify potential communication needs.About The Candidate3-5 years of experience in a Service Help Desk, Call Center, Network Operations Center (NOC), or similar customer-facing communication role.About The CompanyGleeds is a global property and construction consultancy with over 150 years of expertise, operating in 28 countries worldwide. From iconic landmarks to critical infrastructure, we drive innovation, sustainability and value, delivering transformative projects that shape communities and redefine the built environment.