Global Service Desk (GSD) Coordinator

Joining the Global Service Desk (GSD) as a Coordinator offers an excellent foundation for a long-term career within ITG. This entry-level role is designed to support your professional growth, whether you choose to progress within the GSD or move into other areas of the business.

Our GSD operates 24x7, 365 days a year, providing critical support to our global customer base. As part of this high-performing team, you will play a key role in delivering exceptional customer service and maintaining our reputation for operational excellence.

While previous technical experience is beneficial, it is not essential, full training is provided. What matters most is your professionalism, willingness to learn, and ability to apply new knowledge with confidence. Quality customer service and credibility in every interaction are the core currency of this role.

Shift Pattern

4 on / 4 off

2 days, 2 nights

Day shifts: 07:00–19:00 (12 hours)

Night shifts: 19:00–07:00 (12 hours)

The Indigo Global Service Desk delivers world-class technical support and engineering coordination to customers across the UK, EMEA, NAM, LATAM and APAC regions. Based in South Wales, our team operates within established, robust processes to ensure seamless global service delivery.

The GSD Coordinator is a key communication and service interface, responsible for managing customer interactions, coordinating engineering resources, and ensuring all incidents are handled with accuracy, clarity, and urgency.

Principal Accountabilities / Objectives

• Log and manage incidents via the fault management system in line with contractual SLAs.
• Dispatch global engineering resources to customer sites when required.
• Progress and monitor all open calls daily, ensuring customers receive timely updates.
• Liaise effectively with third-party suppliers, internal teams, and global partners to drive timely fault resolution.
• Monitor customer systems and chase updates proactively until closure.
• Follow GSD processes to maintain accurate, up-to-date system records.
• Identify potential SLA risks and escalate appropriately to Team Leaders.
• Monitor and act against time-based SLAs to ensure compliance.
• Support the Service Desk Manager and Team Leaders through ad-hoc tasks as required.

Other Responsibilities

• Always represent ITG professionally, both internally and externally.
• Support and promote a customer-centric culture.
• Comply with all company standards, procedures, and KPIs.
• Ensure health and safety standards are upheld.

We’re looking for someone who brings the right attitude and behaviours, technical knowledge can be taught, but customer focus and professionalism are essential. You will have:

• Strong communication skills, both written and verbal.
• Excellent customer service skills with a calm, confident demeanour.
• Ability to build effective relationships across teams and with customers.
• Strong attention to detail and commitment to accuracy.
• Motivation to learn, develop and advance your capabilities.
• Ability to multitask, prioritise, and work on your own initiative.
• A logical, analytical approach to problem solving.
• Trustworthiness, honesty, and reliability.
• PC literacy, particularly with Microsoft Office.

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, 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 Fixed Line, 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 30 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 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.