Service Desk Coordinator (24/7 Shift)

About CDC Data Centres

Founded in 2007, CDC Data Centres is Australia's premier operator of sovereign and secure data centre facilities. Based in Canberra with locations throughout ACT, NSW, VIC, New Zealand, and expanding into WA, CDC offers diverse secure configurations including co-location, containerised, and hyperscale compute environments. All campuses feature interconnected, high-speed carrier-grade networks. CDC is dedicated to fostering an inclusive work environment that values diversity, aiming to attract, retain, and develop top talent in the data centre industry to meet customer needs with reliability, security, connectivity, and sustainability.

Role Overview

The Service Desk Coordinator will be a pivotal member of Data Centre Operations, serving as the central communications hub for incident management, service requests, and change operations. This role operates on a 24/7 rotating shift schedule and includes responsibility for overseeing operational incidents from initial identification to resolution, ensuring SLA compliance and stakeholder communication. The position also supports change management activities, incident communication, continuous service improvements, and administrative functions essential to operational effectiveness.

Key Responsibilities

• Serve as a primary contact for operational issues, customer inquiries, and service requests.
• Accurately log, assess, prioritize, and coordinate incident resolution in accordance with set procedures and SLAs.
• Manage communication flows to keep all stakeholders apprised with timely and precise updates during incidents.
• Assist in coordinating change activities, including monitoring approved work and customer timelines.
• Continuously monitor alerts and escalate issues promptly to technical and on-call personnel as necessary.
• Organize follow-up tasks associated with incidents and service events.
• Contribute to problem management through trend identification and supporting remedial actions.
• Ensure seamless shift handovers and maintain detailed documentation to facilitate operational continuity.
• Support documentation updates, reporting processes, and ongoing improvements within the service desk functions.
• Collaborate with internal teams to maintain and enhance the quality and consistency of service.

Desired Attributes and Skills

• Excellent verbal and written communication abilities.
• Prior experience in customer service, service desk, help desk, call centre, or coordination roles.
• A methodical, process-oriented approach with adherence to established guidelines.
• Exceptional attention to detail, accuracy, and consistency.
• Ability to remain organized and focused in a dynamic operational environment.
• Capable of engaging effectively with diverse internal and external stakeholders.
• Strong problem-solving skills and sound judgement within defined frameworks.
• Proactive, professional demeanor with eagerness to learn and grow.
• Team-oriented attitude committed to delivering excellent service standards.

Eligibility

Applicants must be Australian citizens and qualified to obtain and maintain NV1 Security Clearance.

Benefits and Perks

• Access to the CDC Academy for specialized training programs aimed at career advancement.
• Extra paid leave day focused on employee health and wellbeing (CDC Day).
• Parental leave policies exceeding legislative requirements to support family growth and care.
• Two days of volunteer leave annually for charitable participation.
• Comprehensive Employee Assistance Program supporting employees and their families.
• Inclusive social events including BBQs, family picnics, and community gatherings fostering team bonds.

Diversity and Inclusion

CDC is committed to building an inclusive workplace where diversity is valued and employees feel respected and supported to succeed. The company encourages staff to bring their authentic selves to work, which fosters innovation and stronger community trust.

Application Details

Interested candidates motivated by contributing to Australia's sovereign critical digital infrastructure are encouraged to apply with a resume and cover letter. The application deadline is 11:59 PM, Friday 3rd July 2026.