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Job Purpose:

The Indigo NOC (Network Operations Centre) 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 Indigo NOC interacts frequently with its customers’ support, UK, European and Global service partners and suppliers, and Indigo’s sales teams. It is important that the Service Desk Co-Ordinator 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 prioritise 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.

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.
• Despatch 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 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 Service Desk Manager or NOC 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 prioritise 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.

Working Environment:

The place of work will be the Magor office.

12 hour shift basis 4 on 4 off. 2 days, 2 nights