Service Desk Coordinator

1 day ago

Caldicot, United Kingdom Indigo Telecom Group Full time

**Location**: Magor, Caldicot NP26, UK
**Job type**: Permanent / Full-Time
**Sector and subsector**:IT | Telecoms
**Salary**: Negotiable Salary

We are based in Magor and looking to expand our Service Desk supporting a recognised companies, including tech companies that have built their brand from being a social media giant, and an online leading search engine, and well as many others including well know mobile phone carriers.

**We’re looking for the right attitude, someone to invest in and develop a career.
**Job Purpose:
The Indigo Network Operations Centre (NOC) provides its customers with network monitoring, Global engineering resources and associated technical services. Based in South Wales, the Indigo NOC is staffed by highly trained professionals on a 24x7x365 basis and has well-established methods and procedures. The individual will be required to work very closely with the 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.

**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 NOC 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;
- Dispatch appropriate engineering resource across the world to customer site as necessary to achieve fault resolution;
- Monitor customer third party systems, and regularly chase for updates until resolved;
- Monitor and act on the time commitments to ensure SLA’s are met;
- Follow the defined NOC processes and procedures before escalating to the NOC Team Leaders in the event of a potential SLA failure;
- Carry out any further ad-hoc tasks requested by the NOC Manager or NOC Team Leader during day and night shifts. Competency:
Working Environment: The place of work will be the Magor office.

Shifts: (Mon-Fri) 06:00 - 14:30 /14:00 - 22:30/ 22:00 - 06:30 (rotated weekly)

Starting Salary £21,000

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