Global Service Desk and First Line Maintenance

• Our engineers are multi-vendor skilled and accredited.
• Our Service Assurance team work closely alongside the NOC and GSD to provide a single point of contact for our clients.

• We utilise a fully automated, cloud-based infrastructure for remotely monitoring and managing our customers’ networks, together with customer provided access to their element management systems.
• Using our in-house Salesforce development team, we also make efficient use of the latest version of the Salesforce  application to maximise SLA achievements, following ITIL V4 processes.
• As part of the on-boarding, our team works closely with customers to define, agree and automate the processes and procedures to be followed to optimise the use of the various software tools.

• 99.97% SLA performance
• Secure storage and logistics of spare parts delivered to site
• Providing support at over 17,000+ customer sites globally
• White Label NOC and Support Desk Services

• Trouble ticket/intervention management
• Field engineer selection, allocation and dispatch
• 24x7x365 field engineer dispatch with 2hr/4hr/pre-arranged response to site SLAs
• Comprehensive spare parts management, including storage, dispatch, materials return authorisation (RMA) and repairs
• Jeopardy management
• SLA and KPI management and performance
• Maintenance site visit reporting (MSVRs)
• Restoration and fix times
• Network testing (from 2M to 100G)
• Site access management
• Service Assurance and Service Management
• Monthly reporting and trend analysis

Our Salesforce  system enables real-time collaboration possibilities by enhancing automation. Indigo customers register a ticket by emailing a request with full details, into the GSD.

Through our Salesforce  software, the request enters a ticketing queue. Following this, the GSD will raise a ticket, with the correct date and time intact with the customer’s exact request. The ticket is assigned to a field engineer through their Salesforce  Mobile app.

The last step in this process is the field engineer attending to the task and carrying out the FLM work as required by the customer.

The process automation which Indigo has built into the Salesforce  system allows the correct field engineers to be selected in seconds for certain tasks based on their skill sets, accreditation, location and working hours.

Through Salesforce Field Service, we have full visibility of all Indigo field engineers which allows us to monitor working hours, manage lone working, to ensure that our field engineers are working safely.