Service Desk Coordinator, Magor, UK

Fantastic job opportunity as an entry level role into the world of IT & Telecommunications. Full training of the job role is provided by our dedicated training department with no previous technology skills required but is an advantage.

Shift basis:

4 on 4 off. 2 days, 2 nights. 10 hour days 07:00-17:00, 14 hour nights 17:00-07:00

Job Purpose:

The Indigo GSD (Global Service Desk) provides top end customers in the technology world with global engineering resources and associated technical services. Based in South Wales, the Indigo GSD is staffed by highly trained professionals on a 24x7x365 basis and has well-established methods and procedures.

The Indigo GSD interacts frequently with its customers’ support, UK, EMEA, NAM, LATAM, APAC and Global service partners and suppliers. It is important that the Service Desk Co-Coordinator is clear and concise in all forms of communications. Diligence and attention to detail are also key skills along with ability to multi-task and prioritize work appropriately.

The post holder will be required to take on any additional duties which may be considered within the remit of the role.

Principal Accountabilities/Objectives:

• Answer and process customer fault calls in a professional, responsible and consistent manner.
• Conduct transactions accurately, which adhere to SLA measurements as per customer contracts.
• Log support calls from customers on the fault management system and pass to the relevant technical support resource and/or escalate appropriately, either internally or externally.
• Manage faults to a satisfactory conclusion (identifying and responding to faults on the fault management systems, liaising with 3rd party suppliers, handling faults through to resolution);
• Follow the defined GSD processes and procedures to ensure that the fault management system is kept fully updated at all times.
• Ensure on a daily basis that all open calls are progressed and that customers are kept regularly updated on progress.
• Despatch appropriate engineering resource across the world to customer site as necessary to achieve fault resolution.
• Monitor the Indigo Support email account and take the appropriate course of action to meet the customer SLAs.
• Monitor customer third party systems, and regularly chase for updates until resolved.
• Monitor and act on the time commitments to ensure SLAs are met. 
• Follow the defined GSD processes and procedures before escalating to the GSD Team Leaders in the event of a potential SLA failure.
• Carry out any further ad-hoc tasks requested by the Service Desk Manager or GSD Team Leader during day and night shifts.

Other Key Responsibilities:

• Represent the Company and Group in a professional manner at all times, both externally and internally and support the adoption of the Indigo corporate culture.
• Promote the highest level of customer service internally and externally at all times.
• Comply with Company and local standards, procedures and protocols to achieve and exceed the target Key Performance Indicators.
• Ensure Health & Safety standards are maintained at all times.

• Previous Service Desk experience an advantage;
• Ability to build and maintain good working relationships both internally and externally;
• Analytical problem solver; 
• Strong attention to detail;
• Excellent customer service skills;
• Excellent communication skills, both verbal and written English;
• Desire and motivation to learn and ability to advance skill level;
• Ability to multitask and prioritise workload;
• Flexibility and ability to work on own initiative;
• Ability to remain calm under pressure;
• PC literate, especially Microsoft Office;
• Self-assured in contact with customers, sub-contractors, suppliers and internal resource;
• Trustworthy and honest.

At Indigo, you’ll join an inclusive culture that values diversity, integrity, and merit, empowering you to reach your full potential. We welcome candidates from all backgrounds, especially those underrepresented in our industry, including women, ethnic minorities, people with disabilities, and LGBTQ+ individuals.

As a leader in the telecoms industry, Indigo offers endless opportunities for personal and professional growth in a dynamic market projected to expand from US $1657.70 billion in 2020 to US $2395.47 billion by 2027. With over two decades of experience and a presence in 90+ countries, we specialize in cutting-edge technologies like FTTH, 5G, Edge DC, and Subsea. Recognized as one of the UK’s top-performing privately-owned technology companies, we prioritize the well-being and growth of our employees, fostering a respectful and inclusive atmosphere with over 37 nationalities.

Our commitment to sustainability and innovation ensures a brighter future. As a proud recipient of the ‘Investors in People’ Gold Award, we invest in your growth and development. Join Indigo and make a real difference in an organization that offers unparalleled opportunities at the right place and time. Embark on an exciting journey with us.

At Indigo, our smart, ambitious teams are dedicated to supporting our customers. Our culture of ownership and transparency empowers our team to achieve goals and exceed customer expectations. For over twenty-five years, we’ve partnered with some of the world’s leading network carriers and hyperscalers, with a diverse talent pool comprising 22 nationalities. We celebrate differences, inviting new ideas, creativity, collaboration, and passion from every employee. Our commitment extends beyond the present, as we cultivate and mentor the next generation to access limitless growth opportunities.

At Indigo, we understand that our people are the heart of our success. We are deeply committed to nurturing a work culture that prioritizes the well-being and growth of our employees. We take pride in listening to our team and taking action to continually enhance our company’s support and enriching environment.

Our diversity is our strength, coming together as one team, we foster an atmosphere of respect and inclusivity, where collaborating with individuals from various backgrounds, cultures, and thinking styles empowers us to evolve into better professionals and leaders.