GCC Analyst II

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 techincal 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