Service Desk Task Controller

Orbital Net; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

Orbital Net is seeking a Service Desk Task Controller to ensure effective coordination within the Service Desk. You will manage customer support requests, ensuring a high-quality service experience while providing guidance to the team. Join us to support our growing client base and enhance customer satisfaction in a dynamic telecoms environment.

Benefits

31 days Annual Leave (including Bank Holidays)

Birthdays Off

Vfast Internet Home Broadband

Private Medical Care

Regular Team Socials

Qualifications

• Experience in an administrative or customer service role preferred.
• Strong organisational skills and excellent communication abilities required.
• Exposure to B2B client interactions advantageous.

Responsibilities

• Monitor and manage Service Desk ticket queue efficiently.
• Act as first point of contact for customer queries and escalate if needed.
• Review tickets for compliance and assist in service performance reporting.

Skills

Organisational skills

Communication skills

Customer-focused mindset

Education

ITIL Foundation certification

Tools

Microsoft Office Suite

ITSM tools

Ticketing systems

Job description

Orbital Internet Group is an award-winning leader in the telecoms industry, with over 25 years of experience delivering exceptional service. Fuelled by rapid growth and a fresh injection of capital from our Private Equity Partners, we are poised to expand even further.

The Orbital Internet Group is home to three distinct brands: Orbital Net, Vfast Internet, and Vfast Parks, each offering tailored products and services to meet the diverse needs of our customers.

As we enter an exciting period of transformation, we’re seeking dynamic and forward-thinking individuals to join our team and help shape the future of our business.

Summary

We are dedicated to delivering innovative connectivity solutions to SMEs across the United Kingdom, utilising our strong commitment to providing cutting-edge technology and exceptional customer service, empowering businesses to succeed in a digital age.

We are seriously passionate about what we do and are determined to offer reliable services and a great customer experience by utilising our in-house engineering excellence to deliver our Wireless Fibre (WiMAX) solution, full fibre business parks deployment, and many more turnkey solutions.

Our continued rapid development through planned investment and sustained growth, has meant we are seeing an ever-increasing demand for our services. Our focus is on customer-centric delivery to enable business and social changes, this ensures our customers are adaptable to new situations and developments.

Why Join Orbital

We are a market leading business looking to grow significantly. This will create the opportunity to be a part of a really exciting journey enabling consistent personal and career growth. Other reasons include:

An employee focused organisation; We have a vibrant and diverse team of people and we are always excited to welcome new members who can contribute to our culture; Opportunity to work with cutting-edge telecom technologies in a dynamic industry; Collaborative and supportive work environment; Career growth and development opportunities.

Industry Leading Benefits Including

31 days Annual Leave (including Bank Holidays) ; increasing with tenure at the business

Birthdays Off

6 Month Reviews

Vfast Internet Home Broadband

Regular Team Socials

Concessions (Telco, Holidays, TV Packages etc)

Perkbox

Dr Care Anywhere access

Private Medical Care

The Opportunity

The Service Desk Task Controller plays a key coordination and administrative role within the Service Desk, ensuring B2B customer Support and Service requests and incidents are logged, categorised, assigned, and monitored in-line with agreed service levels. You will act as a control point for ticket hygiene and workflow, enabling Service Desk Team members to work efficiently while ensuring customers receive a professional, responsive service experience.

Key Responsibilities

Operational Coordination

Monitor the Service Desk ticket queue to ensure accurate and timely logging, categorisation, prioritisation, and assignment of all incoming incidents and requests focused on B2B, intensive care and VIP clients.

Validate and triage tickets to ensure alignment with impact/urgency definitions and service catalogue workflows

Liaise with technical resolver groups to support effective ticket ownership, workload balancing, and SLA adherence

Escalate unresolved or high-priority tickets to relevant teams or managers in-line with escalation procedures

Customer Support Administration

Act as a non-technical first point of contact for routine B2B customer queries via phone, email, or portal

Ensure that technical resolver groups are keeping customers informed on ticket progress, scheduling updates or technician responses when required and escalating where not meeting targets

Support delivery of an exceptional customer experience by ensuring professional and accurate communication

Service Delivery And Project Scheduling

Working with Service Delivery teams to ensure appropriate technical provisioning resources are scheduled and available

Ensure that communication between Service Delivery and Service Desk on prioritisation, deadlines and activities are delivered in the correct order as required.

Ensure that requirement equipment is available for Service Desk to perform provisioning tasks

Working with Project Management teams to align and forecast technical resources in alignment with deployment criteria ensuring that pre-requisites are scheduled, build resources are aligned and post implementation tasks are appropriately resourced

Service Quality & Reporting

Review tickets for completeness and compliance with service desk standards (classification, notes, updates, closure codes)

Assist in the creation of scheduled and ad-hoc service performance reports for internal stakeholders or customer service reviews supporting Account Management and SLT team

Identify recurring administrative or process-related issues and contribute to service improvement initiatives

Team Support

Support Service Desk Specialists and Consultants by managing non-technical elements of ticket lifecycle (e.g. contact updates, attachments, scheduling)

Maintain shared documentation, SOPs and process trackers used across the team

Provide onboarding and support to new colleagues in service desk processes and tools

Person Specification

Technical Competencies

Proficient in Microsoft Office Suite (Outlook, Excel, Word)

Experience working with ticketing systems or ITSM tools (Fresh Desk and MS Dynamics)

Basic understanding of IT terminology and support workflows

Basic understanding of Telecoms terminology and support workflows

Knowledge of ITIL processes is desirable; ITIL Foundation certification is a plus.

Behavioural & Interpersonal Competencies

Strong organisational skills and attention to detail

Excellent communication skills—written, verbal, and phone-based

Comfortable working in a fast-paced, process-driven environment

Able to prioritise effectively and manage multiple administrative tasks

Customer-focused mindset with professional attitude and proactive approach

Self-motivated, reliable, and a team player

Required Experience

Experience in an administrative, coordination, or customer service role within an IT or telecoms environment preferred

Exposure to B2B client interactions and service performance tracking advantageous

Familiarity with working to SLAs or within structured support processes is beneficial