Service Desk Support Specialist

4 weeks ago


Redruth, Cornwall, United Kingdom Omega Resource Group Careers Full time

Service Desk Technician

Omega Resource Group Careers has an exciting opportunity for a Service Desk Technician position. Our client creates industry leading satellite communications and IT management solutions with innovation and customer service at their core, backed by over 50 years of experience in the government and maritime mobility markets.

Key Responsibilities

  • To respond to customer enquiries and to reply quickly and efficiently ensuring that customer expectations are met and, for key customers, that SLAs are met specifically regarding response and resolution times.
  • To ensure each call/email is logged and that Freshdesk and Cruise IP Databases are always maintained, so clarity is ensured for other team members, chasing cases and escalating issues to other departments/on call engineers where necessary (and in consultation with Shift Supervisor) and following each issue to conclusion.
  • To provide 1st/2nd line support for GCSC activity ensuring continuity between shifts (day and opposite night shift) and seamless handover of tasks outstanding.
  • To assist with monthly customer surveys to ensure that NSSL Global service levels are met.
  • To process sales orders for prepaid airtime cards for customers.


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