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 qualified 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.
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📌 Service Delivery Coordinator (India)
🏢 Anovia
📍 India