Helpdesk / NOC Operator

Job Description Summary

Serve as the main coordination point for all service requests, incidents, and operations at the data centre. Manage the ticketing system, triage issues, track SLAs, and support communication with tenants.

About the role:

• Receive, log, prioritise, and assign incidents, service requests, and change requests via the ticketing system (phone, email, portal, auto-alerts).
• Monitor BMS/EPMS alarms and ensure critical alerts generate tickets within 60 seconds.
• Classify incidents by severity (Sev 1–4) and route to the right team.
• Track SLA timelines (acknowledgement, response, resolution) and escalate risks early.
• Update the tenant portal with ticket status, actions, and resolutions.
• Coordinate communication between site teams, clients, and tenants.
• Support daily, weekly, and monthly operational reporting.
• Maintain the CMMS work order register and ensure accurate closure of tasks.
• Assist with visitor access, contractor coordination, and admin support.
• Ensure all communication follows data privacy and confidentiality rules.

About You:

• At least 3 years’ experience in a service desk or NOC (IT, data centre, or critical environment).
• Knowledge of ITIL / ISO 20000 practices.
• Experience with CMMS, AMS, or BMS/EPMS systems.
• Strong communication skills and ability to stay calm under pressure.
• Detail-oriented with accurate record-keeping.
• Fluent in English (written and spoken).