24/7 Global Service Desk Coordinator

Indigo; Magor; On-site; GBP 26,000 - 38,000; Full time

Job summary

Indigo is looking for an entry-level Service Desk Coordinator to act as the main communication interface in our Global Service Desk. You’ll handle customer fault calls, log incidents, and coordinate engineers across regions to move issues toward resolution.

This 24x7 role offers training and development with a clear path to progression; you’ll work with customers, suppliers and partners, uphold SLAs, and help maintain accurate records while representing Indigo professionally.

Qualifications

• Excellent customer service skills.
• Professionalism and credibility in all interactions.
• Strong verbal and written communication skills.
• Ability to learn quickly and apply new knowledge confidently.
• Strong attention to detail and organisational skills.
• Ability to work effectively within established processes and procedures.
• Ability to prioritise workload and manage multiple tasks.
• A proactive approach to problem solving.
• Ability to work effectively as part of a 24x7 operational team.
• Previous technical experience is advantageous but not essential.

Responsibilities

• Handle and process customer fault calls professionally and consistently.
• 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 open calls, ensuring customers receive timely updates.
• Liaise with third-party suppliers, internal teams and global partners to drive timely fault resolution.
• Monitor customer systems and proactively chase updates through to closure.
• Follow Service Desk processes to maintain accurate and up-to-date records.
• Identify potential SLA risks and escalate appropriately
• Monitor and act against time-based SLAs to ensure compliance.
• Support the Service Desk Manager and Team Leaders with ad-hoc tasks as required.
• Represent Indigo professionally in all internal and external interactions.
• Support a customer-centric culture and commitment to service excellence.
• Comply with company standards, procedures and KPIs.
• Ensure health and safety standards are upheld.

Job description

Indigo is looking for an entry-level Service Desk Coordinator to act as the main communication interface in our Global Service Desk. You’ll handle customer fault calls, log incidents, and coordinate engineers across regions to move issues toward resolution.

This 24x7 role offers training and development with a clear path to progression; you’ll work with customers, suppliers and partners, uphold SLAs, and help maintain accurate records while representing Indigo professionally.