GCC Analyst II

Role overview

The GCC Analyst II supports day-to-day service reliability by acting as a central coordination and escalation contact. In this role, you will work alongside internal technical specialists and external customers in a structured, shift-based setting, helping maintain a strong customer experience while handling technical support matters.

What you will do

• Keep watch over data centre infrastructure and customer systems throughout assigned shifts.
• Review alerts, incidents, and service requests and handle them according to documented procedures.
• Bring the right technical teams into incident response activities as needed.
• Follow incidents until they are fully resolved, while keeping communication timely and clear.
• Handle customer requests and escalations in line with service-level commitments.
• Maintain precise records, shift logs, and handover notes for continuity between shifts.

What we are looking for

• At least 2 years of experience in helpdesk, service desk, NOC, or customer service roles.
• Prior exposure to an international B2B environment, preferably in IT, data centres, or telecommunications, is a strong advantage.
• Comfort with a structured support environment that follows processes closely.
• Clear written and verbal communication skills.
• Ability to analyse issues and assess problems effectively.
• Strong attention to detail and well-developed organisational skills.
• A strong focus on service quality, customer satisfaction, and SLA compliance.
• Willingness to work 12-hour shift patterns.
• Ability to stay composed, methodical, and professional when under pressure.
• Previous experience with data centres is helpful, though not mandatory.

Additional information

This position is based in Dublin, County Dublin, Ireland, and follows an onsite, full-time shift model.