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.

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.

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.

Coordinate ticket triage received through phone, email, and service portals.

Assist with answering incoming calls during periods of high call volume.

Conduct quality checks on completed tickets before closure.

Use service dashboards to track unassigned, pending, overdue, and escalated tickets.

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.

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.

Ability to monitor service queues and dashboards effectively.

Ability to manage ticket assignment, follow-up, escalation, and closure within defined service levels.

Experience in a managed IT services or IT support workplace.

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

Effective monitoring of service queues and dashboards.

Quality review and closure of completed tickets.

Timely communication and escalation of critical service requests.

Professional development and continuous learning opportunities

Exposure to client service management, technical operations, and resource coordination

Collaborative and dynamic IT service delivery environment

Anovia is an equal opportunity employer and may use Artificial Intelligence tools to assist in reviewing and processing candidate applications.

📌 Director, Service Delivery and Service Desk (India)
🏢 Anovia
📍 India