Global Service Desk (GSD) 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

About The Role

The Service Desk Coordinator is a key communication and service interface within the Global Service Desk (GSD), responsible for managing customer interactions, coordinating engineering resources and ensuring incidents are handled with accuracy, clarity and urgency.

Operating within a 24x7, 365-day support environment, the role supports customers across the UK, EMEA, NAM, LATAM and APAC regions. Working closely with customers, internal teams, suppliers and global partners, the Service Desk Coordinator plays an important role in delivering high-quality customer service and ensuring incidents are progressed through to resolution within agreed Service Levels.

This is an entry-level role offering excellent opportunities for development and long-term career progression within Indigo. Previous technical experience is beneficial but not essential, as full training will be provided.

Shift Pattern

• 4 On | 4 Off
• 2 Day Shifts, 2 Night Shifts
• Day shifts: 07:00-19:00
• Night shifts: 19:00-07:00

What You’ll Do

• 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.

About You

What We Are Looking For

• 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.

At Indigo, we believe our greatest strength is our people. We’re committed to creating an inclusive environment where everyone feels valued, respected and able to do their best work. We welcome applications from candidates of all backgrounds and make employment decisions based on skills, experience and potential. If you need any reasonable adjustments during the recruitment process, we’re here to support you.

About Indigo

Indigo is a strategic operational partner for critical digital infrastructure. We help customers design, deploy, support and scale the infrastructure their businesses rely on, giving them greater control, consistency and confidence. Our teams work across subsea, terrestrial, wireless, data centre and NOC environments, bringing specialist expertise, 24/7 support, field services and managed services together under one accountable model.

Being part of Indigo means working in a business where operational excellence, customer trust and doing things properly matter. We support customers in complex, performance-critical environments, helping them reduce risk, protect performance and deliver with confidence. Our people are central to that mission, bringing the skill, responsiveness and accountability needed to support the next generation of digital infrastructure. As an Investors in People Gold accredited employer, we’re committed to investing in the growth and development of our people.