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For Companies At a Glance
- Tasks: Provide top-notch customer support and manage technical issues in a dynamic IT environment.
- Company: Join Indigo, a leader in telecommunications with a focus on diversity and inclusion.
- Benefits: Full training provided, competitive salary, and opportunities for personal and professional growth.
- Why this job: Kickstart your IT career with no prior experience needed and make a real impact.
- Qualifications: Strong communication skills and a desire to learn; previous experience is a plus.
- Other info: Flexible shifts and a supportive team culture await you at Indigo.
The predicted salary is between 28800 - 43200 £ per year.
Overview
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.
Working Environment
The place of work will be the Magor office.
- 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;
- 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, people with disabilities, and LGBTQ+ individuals. As a leader in the telecoms industry, Indigo offers opportunities for personal and professional growth in a dynamic market projected to expand. Our commitment to sustainability and innovation ensures a brighter future. We invest in your growth and development and foster an inclusive atmosphere with a diverse team.
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Service Desk Coordinator employer: IndiGo
Contact Detail:
IndiGo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Coordinator
✨Tip Number 1
Network like a pro! Get out there and connect with people in the IT and telecommunications field. Attend industry events, join online forums, or even hit up LinkedIn to make those valuable connections. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Practice your interview skills! We all know interviews can be nerve-wracking, but the more you practice, the better you'll get. Try mock interviews with friends or family, or even record yourself to see how you come across. Confidence is key!
✨Tip Number 3
Show off your soft skills! As a Service Desk Coordinator, communication and customer service are crucial. Be ready to share examples of how you've handled tough situations or provided excellent support in the past. It’s all about demonstrating that you can keep calm under pressure!
✨Tip Number 4
Apply through our website! We want to see your application come through directly. It shows you're genuinely interested in joining our team at Indigo. Plus, it makes it easier for us to spot your enthusiasm and fit for the role!
We think you need these skills to ace Service Desk Coordinator
Some tips for your application 🫡
Be Clear and Concise: When you're writing your application, make sure to keep your language clear and to the point. We want to see that you can communicate effectively, just like you'll need to do in the role!
Show Your Attention to Detail: Double-check your application for any typos or errors. Attention to detail is key for this role, so let us see that you can spot the little things before they become big issues.
Highlight Your Customer Service Skills: Since this role involves a lot of customer interaction, make sure to showcase any relevant experience you have in customer service. We love seeing candidates who are passionate about helping others!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at IndiGo
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Service Desk Coordinator role. Familiarise yourself with the responsibilities and required skills mentioned in the job description. This will help you tailor your answers to show how you fit perfectly into their team.
✨Show Off Your Communication Skills
Since clear communication is key for this role, practice articulating your thoughts clearly and concisely. You might want to prepare examples of how you've effectively communicated in past experiences, whether in a work setting or during training.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've successfully solved problems or handled difficult situations. Be ready to discuss these examples during the interview, as they’ll want to see your analytical skills and how you approach challenges.
✨Ask Insightful Questions
Prepare a few thoughtful questions about the company culture, training opportunities, or the team you'll be working with. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
