Global Service Desk (GSD) Coordinator

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.