Service Desk Operator

About XVOLV

XVOLV delivers connectivity and telecommunications services to its customers, coordinating technicians, carriers, and suppliers to keep customers connected and properly supported. Our Service Desk sits at the center of that operation, providing the day-to-day coordination that keeps tickets, interventions, and customer communication moving forward.

Role Overview

This is a hands-on, ticket-owning role. From the moment an issue is raised, the Operator takes responsibility for seeing it through: coordinating directly with carriers, guiding technicians on-site, working closely with the wider Service Desk team, and keeping the customer properly informed along the way.

The role requires a full technical understanding of telecommunications and connectivity technologies, together with the initiative to work independently and the collaborative mindset to work well as part of a team. As our team operates remotely across different countries and shifts, we use HUB to record all tickets and interventions ensuring complete follow up, which makes accurate logging, clear ownership, and proactive communication essential.

Key Responsibilities

Incident, Service Request, and Intervention Ownership

• Own incidents, service requests, and interventions from creating the ticket, to troubleshooting through to confirmed resolution.
• Use every available channel — phone and email as well as the ticketing platform — with carriers and customers to drive resolution.
• Clearly communicate issues, blockers, or technical needs to stakeholders and internal teams as soon as they arise, working the problem first and presenting a proposed solution for approval.
• Work to the SLA (priority) attached to each incident or service request including communication cadence, MTTR, and other KPIs within each SLA. SLA compliance is the primary measure of this role.
• Maintain accurate, current HUB records throughout the life of each incident, service request, or intervention, logging every update, call, and decision in real time.
• Give the customer meaningful updates: what the fault is, what has been done since the last update, what happens next, who owns it, and when the next update will come.
• Be a good team member and complete a written handover for every open incident, service request, and intervention: current status, last contact with carrier, customer, or technician, next action, owner, and SLA deadline. Flag anything due to breach during the next shift directly to the incoming operator.

Carrier Coordination

• Communicate directly with carriers, by phone and through their platforms, to raise issues, chase progress, and push for resolution.
• Confirm technician rates, service details, and fault status in writing with the carrier or supplier before work is committed and record the confirmation in the HUB.
• Chase at the cadence required by the SLA priority. Where a carrier or partner is unresponsive, misses a committed ETA, or disputes a fault, follow the agreed internal escalation matrix, escalating to the contact and channel it defines.

Field Services Coordination

• Own every intervention from 24 hours before it takes place through to all deliverables being received, documented, and filed against the record in the HUB. Follow the documented Field Services process throughout, including production of the dSVR for every intervention.
• For service requests, confirm with both the customer and the engineer 24 hours out that everything is in place, then re-confirm the ETA 2–4 hours before the intervention.
• For incidents, work to the customer SLA — attendance, update frequency, and resolution are all driven by the priority attached to the incident.
• Direct on-site technicians to complete intervention requirements, using our runbooks as a guide, and communicating with the technician before, during, and after the intervention.
• Apply good judgment to resolve issues that arise on-site in real time; where a situation isn't covered by the runbook, manage the technical troubleshooting and get the correct approvals while staying within scope and budget — using the internal escalation route for any decision that takes the work outside agreed scope, cost, or timeframe.

Customer Communication

• Acknowledge every new incident or service request within the response time set by its priority, confirming the fault as understood, the HUB reference, the priority applied, and when the first substantive update will follow.
• Issue updates at the cadence the SLA priority requires.
• Write every update so it stands on its own: what the fault is, what has been done since the last update (including carrier reference and technician ETA where relevant), what happens next, who owns it, and the time of the next update.
• During any escalation or post-incident review, give stakeholders the full timeline from the HUB record — fault, actions taken, carrier and technician involvement, current position, and outstanding actions.

Team Collaboration

• Work as part of the wider Service Desk team, handing incidents, service requests, and interventions over using the documented handover process and template.
• Ensure every handover is a complete, standalone write-up of the current state, with new tickets carrying enough detail for the next person or technician to establish scope and act.
• Contribute to a collaborative, accountable team culture, resolving stale or stuck tickets through the correct communication and escalation channels.
• Collaborate closely with Sales, Finance, Logistics, and other relevant departments to understand and resolve operational issues when Service Desk support or intervention is requested.
• Contribute to knowledge sharing by organizing and participating in knowledge-sharing activities, sharing best practices and operational insights, and ensuring key information is documented and effectively transferred across the team.

Autonomy and Escalation

• Take the initiative to source technicians with the correct information — rates, tools, access requirements — and record them in the HUB.
• Take ownership of completing work per the agreed scope, problem-solving to fully understand issues on-site with clear communication to all stakeholders and flagging and resolving gaps as you find them.
• Escalate per the escalation matrix once available paths to resolution are exhausted, clearly setting out every issue and every step already taken, to the contact and channel the matrix defines.
• Complete the administrative work that sits alongside incidents and service requests — supplier and technician records, rate and PO information, reporting inputs, dSVR filing, and routine checks assigned to your shift.
• Keep the HUB clean: closing out completed records, correcting mis-categorized activities, and making sure every activity carries the right priority, stage, and owner.
• Put forward improvements to the HUB and to Service Desk processes, raising them through the team's improvement route and helping test and document changes once agreed.

Technical Knowledge Required

Connectivity and Networking Fundamentals

• Circuits and WAN/LAN fundamentals — how a site connects and where a fault can sit.
• Routers and modems: identifying the device, interpreting LED and port status, and talking an engineer through console access.
• Running ping, traceroute, and continuity tests, and interpreting the results.
• Using internal monitoring and troubleshooting tools — Parallax, SmokePing — to establish whether a circuit is down, flapping, or degraded before escalating.

Carrier and Service Concepts

• Circuit types and how they are provisioned — for example DIA, broadband, MPLS, and last-mile delivery — and what each means for a fault or an install.
• Common fault patterns and what they point to — for example loss of light, high latency or packet loss, port errors, or loss of power on site.
• How a carrier fault progresses: raising it with the carrier, obtaining their reference and ETA, dispatch, and the escalation path when they miss it.

Service Management

• Hands-on experience raising, updating, and resolving incidents and service requests in an ITSM platform — ServiceNow or equivalent.
• Ability to raise and manage incidents and service requests through third-party carrier and supplier ticketing platforms.
• Ability to communicate with and source new technicians through existing or new partners.
• Working knowledge of ITIL principles.

Skills and Experience

Essential

• Proven ability to own and resolve tickets independently.
• Experience coordinating with carriers or suppliers by phone and through ticketing platforms.
• Strong problem-solving and decision-making skills.
• Excellent organizational and prioritization abilities — recognizing which open ticket is highest priority and working in that order.
• Strong multitasking — managing multiple concurrent incidents, service requests, emails, and calls.
• Strong customer-facing communication skills.
• Experience in telecoms or a technical service desk environment.
• Experience coordinating field technicians and third-party suppliers — acting as the intermediary between customer, carrier, and engineer is the core of this business.

Desirable

• Experience working across multiple carriers or in a multi-vendor environment.
• Experience supporting customers across multiple countries and time zones.

Languages

• Essential: fluent written and spoken English.
• Desirable: professional working proficiency in one or more additional languages.

Personal Attributes

We expect Service Desk Operators to:

• Take ownership and accountability.
• Be proactive, organized, and solutions-focused.
• Work independently and confidently — essential given remote, cross-country shifts with limited real-time oversight.
• Communicate clearly with both customers and carriers.
• Collaborate well within a team and hand over work cleanly.
• Stay calm and organized under pressure.
• Demonstrate excellent attention to technical detail.
• Ability to organize and prioritize multiple requests and interventions.
• Ability to document and communicate operational knowledge clearly.

Please note only CV's in English will be reviewed

All employment contract will be through the platform Deel.

Job Type: Part-time

Expected hours: 10.0 – 35.0 per week

Work Location: Remote