At a Glance
- Tasks: Be the first point of contact for customer inquiries and manage service tickets.
- Company: Join nLighten, a fast-growing European data centre provider with a focus on innovation.
- Benefits: Opportunities for career growth in a dynamic and supportive environment.
- Other info: Diverse and inclusive workplace that values all backgrounds and perspectives.
- Why this job: Make a real impact by ensuring smooth operations in a cutting-edge tech space.
- Qualifications: Experience in service desk operations and strong communication skills are essential.
The predicted salary is between 25000 - 35000 £ per year.
n Lighten is a European platform of distributed edge data centers, designed to meet the growing demand for AI, 5G, and hybrid cloud deployments.
As a rapidly expanding provider, we offer scalable colocation hubs and best-in-class energy solutions across Europe.
Our innovative and sustainable approach to digital infrastructure ensures reliability, efficiency, and future-ready solutions for our clients. n Lighten’s current footprint is 34 data centers in 7 European countries, with the ambition to grow to 100 sites during the next 3-4 years.
We are looking for a proactive and customer-focused
Service Desk Support Agent to be the first point of contact for customer inquiries and incident reports.
You will play a critical role in ensuring smooth operations by directing requests to the right teams, tracking service tickets, and escalating issues when necessary.
This role is ideal for someone with strong communication skills, service desk experience, and a keen ability to prioritize tasks in a fast-paced environment.
Key Responsibilities
- Act as the first line of support for customer queries via phone and email.
- Log and manage tickets using Salesforce and other internal systems.
- Direct tickets to the appropriate internal teams, primarily operations and network teams.
- Monitor open tickets, ensuring timely updates and escalations when required.
- Advocate for customers by escalating ongoing issues and following up on resolutions.
- Assist customers with understanding processes, policies, and tools.
- Support internal reporting on ticket volumes, trends, and resolution times.
- Coordinate customer communications related to incidents and maintenance.
- Maintain and update customer information within relevant systems (i Top & Salesforce).
- Collaborate with operations and other internal teams to ensure seamless service delivery.
- What We’re Looking For
- Service desk experience and an understanding of service desk operations.
- Strong communication skills with the ability to handle language barriers effectively.
- Team player, self-sufficient, and capable of thinking outside the box.
- Background in customer service, IT service desk, or a similar role.
- Experience in the data center industry is a plus.
- Proficiency in Salesforce, Outlook, and Dropbox.
- Fluency in English is a must.
- Ability to handle and prioritize a high volume of tickets
- Comfortable working in a structured shift-based environment
Why Join Us?
High-growth environment : Be part of an expanding team with opportunities to grow laterally and vertically.
Impactful role : Play a key role in maintaining operational excellence across a growing data center network.
Strategic influence : Work closely with facility management, ensuring seamless and secure operations.
Background Check & Screening
All selected candidates will undergo a background check to ensure a safe workplace, protect company assets, and comply with regulations.
Diversity & Inclusion Statement n Lighten is an equal opportunity employer.
We are committed to fostering an inclusive and diverse workplace, and we encourage applications from candidates of all backgrounds.
Even if you do not meet every requirement listed, we welcome your application.
We particularly encourage women and individuals from underrepresented groups to apply.
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Service Desk Support Agent in Milton Keynes employer: nLighten HQ BV
nLighten is an exceptional employer that fosters a collaborative and innovative work culture, perfect for professionals eager to make a significant impact in the data center engineering field. With a strong focus on employee growth and development, we offer ample opportunities for advancement while working alongside industry leaders in a dynamic and fast-paced environment. Located in a thriving area, our team enjoys not only competitive benefits but also a supportive atmosphere that encourages creativity and excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Support Agent in Milton Keynes
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at nLighten HQ BV. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like nLighten HQ BV before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Support Agent in Milton Keynes
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to nLighten HQ BV:Your cover letter is your chance to shine! Tell us why you want to work at nLighten HQ BV specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at nLighten HQ BV!
How to prepare for a job interview at nLighten HQ BV
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
