GCC Analyst II
Dublin
Description
The GCC Analyst acts as a coordination and escalation point, working closely with internal technical teams and external customers. You’ll operate in a structured, shift‑based environment, supporting service reliability and customer experience. Focusing on techincal queries and customer support, you will play a key part in our GCC team.
- Monitor data centre infrastructure and customer systems during assigned shifts
- Triage alerts, incidents, and service requests in line with defined procedures
- Coordinate incident response by engaging the appropriate technical teams
- Track incidents through to resolution, ensuring clear and timely communication
- Manage customer requests and escalations in line with SLAs
- Maintain accurate documentation, logs, and shift handovers
- 2+ years experience in a helpdesk, service desk, NOC, or customer service environment
- Experience working in an international Business to Business environment (ideally IT, data centers, or telecommunications) is highly desirable
- Comfortable working in an operational, process‑driven support role
- Strong written and verbal communication skills
- Good analytical and problem‑assessment skills
- High attention to detail and strong organisational abilities
- Focus on service quality, customer experience, and meeting SLAs
- Flexibility to work 12‑hour shift patterns
- Ability to remain calm, structured, and professional under pressure
- Previous experience/exposure to Data Centers is highly desirable but not essential
About Digital Realty
Digital Realty