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- 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 sustainable approach.
- Benefits: Opportunities for career growth in a dynamic, high-growth environment.
- Why this job: Make a real impact by ensuring smooth operations across our expanding network.
- Qualifications: Experience in service desk operations and strong communication skills required.
- Other info: Diversity and inclusion are at our core; all backgrounds are encouraged to apply.
The predicted salary is between 30000 - 42000 £ per year.
nLighten 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.
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 (iTop & Salesforce).
- Collaborate with operations and other internal teams to ensure seamless service delivery.
- 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 & French is a must.
- Ability to handle and prioritize a high volume of tickets.
- Comfortable working in a structured shift-based environment.
- 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.
If you have the right experience and are excited about contributing to the next evolution of edge data centers, we’d love to hear from you! Apply now and be part of our journey toward a more connected, efficient, and sustainable digital future.
All selected candidates will undergo a background check to ensure a safe workplace, protect company assets, and comply with regulations.
nLighten 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.
Service Desk Support Agent employer: nLighten
Contact Detail:
nLighten Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Support Agent
✨Tip Number 1
Get to know the company inside out! Research nLighten's values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for customers, being clear and confident is key. Role-play common scenarios with a friend or family member to get comfortable with handling queries.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues or improved processes. This will demonstrate your proactive approach and ability to think outside the box.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the nLighten team and ready to contribute to their exciting growth.
We think you need these skills to ace Service Desk Support Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your service desk experience and any relevant customer service roles to show us you’re the right fit for the Service Desk Support Agent position.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re excited about this role at nLighten. Share specific examples of how you've handled customer queries or managed tickets in the past, and let your personality shine through!
Showcase Your Communication Skills: Since strong communication is key for this role, make sure your application is clear and concise. Use proper grammar and structure, and don’t hesitate to demonstrate your ability to handle language barriers effectively.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates regarding your application status.
How to prepare for a job interview at nLighten
✨Know the Company Inside Out
Before your interview, take some time to research nLighten. Understand their mission, values, and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Communication Skills
As a Service Desk Support Agent, strong communication is key. Prepare examples of how you've successfully handled customer queries or resolved issues in the past. Practise articulating your thoughts clearly and confidently, as this will be crucial during the interview.
✨Familiarise Yourself with Relevant Tools
Since the role involves using Salesforce and other internal systems, brush up on your knowledge of these tools. If you have experience with them, be ready to discuss how you've used them in previous roles. If not, consider watching some quick tutorials to get a basic understanding.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to prioritise tasks. Think of specific situations where you had to manage multiple tickets or escalate issues, and be ready to explain your thought process and actions taken.
