Global Service Desk Engineer

2 days ago

Pune, India BDx Data Centers Full time

Global Service Desk Senior Engineer COMPANY OVERVIEW BDx is Asia’s fastest-growing data center platform, delivering colocation, build-to-suit, managed services, and interconnection solutions for hyperscalers, large enterprises, and AI customers. Operating across high-growth markets—including Indonesia, Hong Kong, Singapore, and Taiwan—BDx currently boasts 110+ MW of contracted capacity, with a land bank scalable up to 750 MW. What sets BDx apart is our integration of AI-optimized infrastructure, energy-efficient design, and sovereign-grade compliance—enabling future-ready, sustainable operations. We go beyond traditional data centers by offering tailored solutions powered by renewable resources. BDx is a portfolio company of I Squared Capital, a leading global infrastructure investor with a focus on digital infrastructure, energy, utilities, and transportation. Learn more: www.bdxworld.com ROLE SUMMARY The Global Service Desk executive acts as the first point of contact for customers. The role involves managing and responding to customer emails, calls, service tickets, and incident tickets, ensuring timely acknowledgment, resolution or escalation of issues. The candidate should possess strong communication skills, customer-centric thinking approach, and the ability to understand and interpret technical queries effectively while coordinating with internal and operational teams. DUTIES AND RESPONSIBILITIES - Work in rotational shifts to support global customers (24x7 environment). - Ensure all communications maintain professionalism, clarity, and customer empathy. - Proactively monitor and follow up on open tickets until closure, ensuring service quality and customer satisfaction. - Manage customer interactions via email, phone calls, and ensuring all queries are acknowledged and addressed within defined SLAs. - Accurately understand customer requirements and record them in the incident or request management system. - Coordinate with internal teams (Network Operations, Data Center Operations, IT, etc.) for resolution and ensure timely updates to customers. - Escalate critical incidents to the appropriate teams and management as per escalation protocols QUALIFICATION AND EXPERIENCE - Bachelor’s Degree (Graduate in any discipline – preference for IT, Computer Science, or Telecommunications). - 1–2 years of experience in customer service, data center support, telecom service operations, or IT service desk environment. - Excellent verbal and written communication skills in English. - Strong understanding of IT or telecom service operations, SLAs, and escalation processes. - Ability to analyze issues, think logically, and coordinate across multiple teams. - Good knowledge of MS Office tools (Excel, Outlook, Word, PowerPoint). - Flexible to work in rotational shifts, weekends, and holidays as required. - Customer-first mindset with attention to detail and problem-solving ability. KEY COMPETENCIES: - Customer-centric approach with strong interpersonal skills. - Excellent listening, comprehension, and communication abilities. - Analytical thinking and proactive problem-solving. - Ownership and accountability in issue resolution. - Adaptability to dynamic work environments and priorities. - Team collaboration and continuous learning mindset. At BDx, we believe that our success lies in the hands of our talented and dedicated employees. Together, we are shaping the future of the data center industry and making a positive impact on the world.

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