Service Help Desk (Communications)

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. You are responsible for ensuring timely, accurate, professional, and consistent information flow between internal operations teams, external clients, vendors, and management. Your role will play a crucial part in maintaining transparency and managing expectations during critical events and routine service delivery. You will act as the central communication point during all operational incidents such as power outages, cooling system failures, network disruptions, and security breaches. Your responsibilities include disseminating real-time incident updates, status reports, and resolution notifications to predefined internal stakeholders and external clients through various communication channels like email, SMS, and conference bridge calls. It is essential to ensure that all communications are clear, concise, accurate, and adhere to service level agreements for incident notification. Handling incoming service requests, logging, categorizing, and prioritizing them from clients and internal teams will be part of your routine. You will create and update incident and service request tickets accurately in the designated platform, assign tickets to the appropriate operational teams, monitor progress, follow up with resolution teams, and provide timely updates to stakeholders. Additionally, you will manage inbound and outbound communication with data center clients regarding service status, planned maintenance schedules, incident updates, and operational queries. Polite, professional, and accurate responses to client inquiries, along with managing client expectations regarding response and resolution times, are crucial aspects of your role. Furthermore, effective coordination with internal operations teams, acting as the first line of escalation for communication issues or delays, facilitating communication between shifts during handover, preparing comprehensive daily shift handover reports, and maintaining communication contact lists, escalation matrices, and standard operating procedures are part of your responsibilities. You should have 3-5 years of experience in a Service Help Desk, Call Center, Network Operations Center (NOC), or similar customer-facing communication role. Gleeds, the company you will be working for, is a global property and construction consultancy with over 150 years of expertise, operating in 28 countries worldwide. They drive innovation, sustainability, and value, delivering transformative projects that shape communities and redefine the built environment.,