Service Desk Support Agent

nLighten is a leading European edge data centre platform operating across key markets throughout Europe. Founded in 2021, we are redefining digital infrastructure through our vision of being Close, Coupled and Connected, bringing sustainable, highly connected data centres closer to the businesses and communities we serve. As a fast-growing company, we are helping power the future of AI, cloud and digital innovation across Europe.

We are looking for a customer-focused and proactive Service Desk Support Agent to join our team in Milton Keynes.

Operating within a 24/7 environment, you will serve as the first point of contact for customers and internal stakeholders, ensuring service requests, incidents, and operational queries are managed efficiently and professionally. Working closely with the Helpdesk Lead and wider operational teams, you will help deliver an excellent customer experience and support the continued growth of our European data centre platform.

This role combines customer service, service desk coordination, and administrative support in a fast-paced and collaborative environment.

• Act as the first point of contact for customer queries received via telephone, email, and ticketing systems.
• Monitor and manage incoming service requests, incidents, and support tickets across multiple channels.
• Ensure tickets are assigned to the appropriate internal teams and progressed in line with service expectations.
• Escalate ageing or business-critical tickets promptly to the relevant stakeholders.
• Advocate for customers by proactively identifying issues and ensuring appropriate escalation paths are followed.
• Maintain clear and professional communication throughout the lifecycle of customer requests.

• Maintain accurate customer records and information within internal platforms, including Salesforce and iTop.
• Support customers with the adoption of new tools, processes, and policies.
• Assist with customer onboarding activities and administrative requests.
• Ensure customer documentation and data remain up to date and accurate.

• Build strong working relationships with Operations, Technical Teams, Sales, and other business functions.
• Identify gaps in existing processes and contribute ideas for improvement as the business grows.
• Support reporting activities by providing insights into ticket volumes, service trends, and recurring customer issues.
• Assist site teams in gathering information required for customer reporting and service reviews.
• Coordinate customer communications relating to incidents, outages, and planned maintenance activities.
• Promote adherence to established service management processes and raise concerns where improvements are required.

• Previous experience in a Service Desk, Helpdesk, Customer Support, or similar customer-facing role.
• Experience working in a fast-paced operational environment where priorities and workloads can change quickly.
• Strong customer service skills with a genuine passion for delivering an excellent customer experience.
• Experience using ticketing, service management, or case management tools.
• Salesforce experience is highly desirable.
• Previous experience within the data centre, IT infrastructure, cloud, telecommunications, or technology sector would be advantageous.
• Strong organisational skills and attention to detail.
• Ability to manage multiple priorities while maintaining a high level of accuracy and professionalism.
• A proactive, self-motivated, and solutions-oriented approach.
• Strong teamwork skills with the ability to build positive relationships across departments.
• Fluency in written and spoken English is required.
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