Anovia is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 200 professional experts across the globe, we service some of the worlds' most successful Fortune 500 and Fortune 1000 companies.
Responsibilities
- Assign reactive service tickets to appropriate technical resources based on urgency, skills, and service level agreements.
- Schedule and dispatch remote and onsite engineers using the service management platform.
- Monitor ticket queues and ensure timely assignment and progression of service requests.
- Coordinate with other support teams to optimize technical resource utilization.
- Assist with scheduling smaller technical projects when required.
- Provide dispatch coverage for other support groups during staff absences or breaks.
- Monitor tickets from creation through completion and closure.
- Coordinate with clients to schedule or reschedule service requests and gather additional information.
- Communicate with engineers, Team Leads, and Account Managers regarding ticket priorities, critical issues, and scheduling requirements.
- Escalate service requests that cannot be addressed within agreed service levels.
- Ensure timely follow-up on customer communications and pending actions.
- Coordinate ticket triage received through phone, email, and service portals.
- Schedule technical resources for triage and initial assessment.
- Assist with answering incoming calls during periods of high call volume.
- Ensure critical and high-priority issues are promptly communicated to relevant stakeholders.
- Review ticket setup to ensure accurate assignment of department, agreement, work type, and priority.
- Review engineer time entries and ticket notes for accuracy and completeness.
- Conduct quality checks on completed tickets before closure.
- Monitor engineer utilization and identify opportunities to improve productivity.
- Use service dashboards to track unassigned, pending, overdue, and escalated tickets.
- Ensure tickets do not remain unattended or fall through the cracks.
- Report resource utilization and service request completion metrics to the Service Manager.
- Identify opportunities to improve service coordination and operational efficiency.
- Support initiatives that improve client satisfaction and technical resource productivity.
- Complete assigned training on service management processes and tools.
- Ensure all work is accurately documented in the service management platform.
- Manage changing priorities and multiple service requests effectively.
- Perform other service coordination activities as assigned.
Qualifications
- Experience in IT service coordination, service desk operations, dispatch, or a similar role.
- Understanding of IT support ticketing processes and service level agreements.
- Experience scheduling and coordinating technical resources.
- Familiarity with service management platforms such as ConnectWise or similar tools.
- Strong organizational and multitasking skills.
- Excellent verbal and written communication skills.
- Ability to prioritize tasks in a fast-paced environment.
- Strong attention to detail and problem-solving abilities.
- Ability to work collaboratively with technical teams and clients.
- Ability to monitor service queues and dashboards effectively.
- Ability to manage ticket assignment, follow-up, escalation, and closure within defined service levels.
- Strong ability to communicate critical issues and changing priorities to relevant stakeholders.
Preferred Qualifications
- Experience in a managed IT services or IT support environment.
- Familiarity with ticket dashboards and reporting tools.
- Understanding of engineer utilization, time tracking, and service ticket quality assurance.
- Experience coordinating remote and onsite technical resources.
- Experience monitoring service request completion metrics and resource utilization.
- Exposure to client service management, technical operations, and resource coordination
Core Objectives and Performance Metrics
- Timely assignment of reactive tickets within SLA requirements.
- Effective monitoring of service queues and dashboards.
- Prompt reassignment of tickets based on changing priorities.
- Accurate and timely review of engineer time entries.
- Quality review and closure of completed tickets.
- Improved resource utilization and productivity.
- Timely communication and escalation of critical service requests.
Benefits At Anovia
- Professional development and continuous learning opportunities
- Exposure to client service management, technical operations, and resource coordination
- Collaborative and dynamic IT service delivery environment
We thank all candidates for their interest, however, only those selected for an interview will be contacted.
Anovia is an equal opportunity employer and may use Artificial Intelligence tools to assist in reviewing and processing candidate applications.