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About the Role

As a Service Desk Coordinator, you will play a key role within our Data Centre Operations team, acting as a central point of coordination across incidents, service requests and change activity. Sitting at the heart of operations, you will help ensure communication is clear, timely and consistent across internal teams, site teams and customers. This role is responsible for coordinating and managing operational issues from initial triage through to resolution, while ensuring service levels are met and stakeholders are kept informed throughout. You will also support change coordination, incident communications, service improvement initiatives and broader administrative activities that help keep the function running smoothly.

Responsibilities

Acting as a key point of contact for operational issues, service requests and customer queries
Logging, validating, triaging and coordinating incidents in line with agreed processes and SLAs
Managing incident communications to ensure stakeholders receive timely, accurate updates
Supporting change coordination activities, including tracking approved works and customer-communicated timeframes
Monitoring alerts and escalating issues to technicians and on-call support teams as required
Coordinating follow-up actions relating to incidents, reports and service events
Supporting problem management activities, including identifying recurring trends and assisting with follow-up actions
Completing shift handovers and maintaining accurate records to support continuity across the team
Assisting with process documentation, reporting and continuous improvement initiatives
Working collaboratively with internal teams to ensure a consistent and high-quality service experience

Requirements

Experience in a customer service, service desk, help desk, call centre or coordination role
A structured, process-driven approach with the ability to follow and uphold established procedures
High attention to detail and a strong focus on accuracy and consistency
The ability to remain organised and composed in a busy operational environment
Confidence engaging with a broad range of internal and external stakeholders
Strong problem-solving skills and the ability to make sound decisions within a defined framework
A proactive attitude, professional maturity and willingness to learn
A team-first mindset and commitment to delivering a high standard of service
Australian Citizenship with ability to obtain and maintain a NV1 Security Clearance.

Skills

Strong written and verbal communication skills
Sound judgement
Strong attention to detail
Problem-solving skills

Location

ACT
NSW
VIC
New Zealand
WA

Work Type

Full-time

Experience Level

Entry level

Benefits

CDC Academy - specialised training courses
CDC Day - an additional day of paid leave for health and wellbeing
Parental Leave - inclusive and above legislative tenure
Volunteer Leave - 2 days of paid leave for volunteering
Employment Assistance Program
CDC Social Events - BBQs, family picnics and community events

About the Company

Established in 2007, CDC Data Centres is Australia’s leading operator of sovereign, secure, world-class data centre facilities.
Headquartered in Canberra with multiple facilities in the ACT, NSW, VIC and New Zealand, including an expansion into WA, CDC’s diversified operations provide secure data centre configurations that support co-location, containerised and hyperscale compute environments with all campuses interconnected with high-speed carrier grade networks.
At CDC we are passionate about creating an inclusive workplace that promotes and values diversity.
We believe that everyone’s unique experiences enable us to deliver meaningful benefits for our people, our clients and communities.
Our mission is to attract, retain and grow the world’s best data centre team.
Our people are committed, tenacious and meticulous in supporting our customers.
Together, we configure the landscape to meet the security, reliability, connectivity and sustainability needs for today and tomorrow.

Equal Opportunity

At CDC we are passionate about creating an inclusive workplace that promotes and values diversity.
We believe that everyone’s unique experiences enable us to deliver meaningful benefits for our people, our clients and communities.
Diversity helps us all achieve more. At CDC, we are committed to fostering an inclusive workplace where everyone feels valued, respected and supported.
We believe diverse backgrounds, perspectives and experiences drive innovation, stronger outcomes and a culture built on trust and care.
At CDC, we encourage everyone to bring their authentic selves to work and feel supported to succeed.