Job Description

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Working Environment:

Office based in our HQ office, Magor.

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:

This job is a 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.

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\xe2\x80\x99 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 individual will be required to work very closely with all other departments within Indigo and its Service Partners and, as such, will need to develop good working relationships with members of staff within these departments.

The post holder will be required to take on any additional duties which may be considered within the remit of the role provided by their on shift Team Leader.

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);
• Ensure on a daily basis that all open calls are progressed and that customers are kept regularly updated on progress.
• Dispatch 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.

Competency: Skills/Knowledge/Qualifications:

• 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 prioritize 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.

Indigo Telecom Group