Service Desk Coordinator (24/7 Shift)

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.

Operating on a 24/7 rotating roster, 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.

Other responsibilities include:

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

CDC offers excellent employment conditions and benefits such as:

CDC Academy -Mark your mark by enhancing your professional development with the CDC Academy. Enrol in specialised training courses that will help you develop skills and ensure you thrive in your chosen career.

CDC Day - An additional day of paid leave dedicated to nurturing your health and wellbeing.

Parental Leave - Inclusive and above legislative tenure of parental leave entitlements to help you start, grow and care for your family.

Volunteer Leave - Make a meaningful difference with 2 days of volunteering leave for any cause or charity of your choice.

Employment Assistance Program - Be confident that you and your family are supported with access to our comprehensive Employee Assistance Program.

CDC Social Events - CDC’s offers staff and their family’s inclusive events that nurtures relationships, connection and friendships across the business. CDC hosts BBQs, family picnics and community events, bringing together CDC staff in different settings.

This role would suit candidates who are confident communicators, enjoy working in a fast-paced environment, and can manage competing priorities while maintaining a high level of accuracy and professionalism. It suits those who are comfortable working within structured processes and frameworks, and who can keep a wide range of stakeholders informed and aligned.

A customer-focused mindset, sound judgement and strong attention to detail will be important in this role, along with the ability to navigate a variety of interactions across internal teams and customers.

Strong written and verbal communication skills

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.