Service Desk Executive

About the Role

Iron Mountain is seeking a proactive and detail-oriented Service Desk Engineer – Monitoring & Support (Data Center) to join our Information Technology / Data Center Operations team. This role is responsible for proactively monitoring data center infrastructure, responding to incoming calls and emails, and managing incident resolution to ensure uninterrupted operational continuity.

Key Responsibilities

• Monitor data center infrastructure using specialized tools to rapidly identify alerts, track incidents, log requests in the Information Technology Service Management system, and deliver actionable operational outcomes.
• Collaborate with customers, technical engineering teams, and management to coordinate incident escalation, provide updates, and ensure effective problem resolution.
• Ensure compliance with data center operational policies, security protocols, and strict Service Level Agreements while maintaining accurate documentation.

Requirements & Tech Stack

• Proven experience in technical service desk operations, data center monitoring, or Information Technology infrastructure support.
• Strong knowledge of infrastructure monitoring tools, incident response workflows, and Information Technology Service Management ticketing platforms.
• Proven ability in multi-tasking, active communication, troubleshooting under pressure, and cross-team collaboration.

Qualifications

• Relevant degree, diploma, or equivalent technical certifications in Information Technology, Computer Science, or enterprise systems support.