At a Glance
- Tasks: Be the first point of contact for customer inquiries and manage service tickets.
- Company: Join nLighten, a rapidly expanding European data centre provider.
- Benefits: Opportunities for growth, impactful role, and a commitment to diversity.
- Other info: Exciting chance to contribute to a sustainable digital future.
- Why this job: Play a key role in maintaining operational excellence in a high-growth environment.
- Qualifications: Service desk experience, strong communication skills, and team player mentality.
The predicted salary is between 30000 - 40000 £ 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. nLighten’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.
About the Role
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.
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/French 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.
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.
Diversity & Inclusion Statement
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
nLighten is an exceptional employer, offering a dynamic and high-growth environment where Service Desk Support Agents can thrive. With a strong commitment to employee development and a culture that values diversity and inclusion, team members are empowered to make a meaningful impact in the rapidly evolving data center industry. Located across Europe, nLighten provides unique opportunities for career advancement while contributing to sustainable digital infrastructure solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Support Agent
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your pitch! Be ready to explain why you're the perfect fit for the Service Desk Support Agent role. Highlight your customer service skills and experience with ticketing systems like Salesforce.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds as they make decisions.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining our team at nLighten.
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 joining 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 straightforward language and avoid jargon to demonstrate your ability to communicate effectively, just like you would with customers.
Apply Through Our Website:We encourage you to apply directly through our website. This way, your application will be processed more efficiently, and you’ll have access to all the latest updates about your application status. Plus, it’s super easy!
How to prepare for a job interview at nLighten
✨Know the Company Inside Out
Before your interview, take some time to research nLighten and its role in the data centre industry. Understand their services, values, and recent developments. 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. Practising clear and concise responses will help you demonstrate your ability to communicate effectively, especially under pressure.
✨Familiarise Yourself with Relevant Tools
Since you'll be 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 a few tutorial videos 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. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
