GCC Analyst II

Digital Realty; Dublin; On-site; EUR 35,000 - 50,000; Full time

Job summary

Digital Realty is seeking a GCC Analyst in Dublin, Ireland. The role involves monitoring data center infrastructure, managing customer service requests, and coordinating incident responses. Candidates should have over 2 years of experience in helpdesk or customer service roles, excellent communication skills, and a strong focus on service quality. The position operates in a structured shift-based environment, offering a dynamic and essential support function within the company.

Qualifications

• 2+ years experience in a helpdesk, service desk, NOC, or customer service environment.
• Experience in an international B2B environment, ideally IT or telecommunications is highly desirable.
• Strong written and verbal communication skills.

Responsibilities

• Monitor data centre infrastructure and customer systems during assigned shifts.
• Triage alerts, incidents, and service requests.
• Coordinate incident response with technical teams.

Skills

Helpdesk experience

Customer service experience

Analytical skills

Communication skills

Organisational abilities

Job description

Job 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 technical queries and customer support, you will play a key part in our GCC team.

Responsibilities

• 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

Qualifications

• 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