As the Service Desk Agent, you will be the primary point of contact for customers and has the responsibility to ensure that all incidents are resolved, and change requests handled within the agreed SLA. You will be accountable for all incidents from opening to closing and must work with and chase all involved resolver groups to comply with SLAs.
Reporting to the Team Lead, you will be a part of the Service Desk team responsible for the level 2 incidents service requests and change requests which are raised by customers when they face issues with the use of SITA products and services.
The world is changing. Are you ready to define with future of travel with us?
What You Will Do
- Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs.
- To ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
- When required act as the customer SPOC and coordinate the scheduling of intervention with the Customer's internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
- Ensure shortest possible restoral times possible initiating the timely escalations to specialized Resolver groups inside and outside SITA according to the customer contracts and SLAs and monitoring requirements.
- To proactively detect events related to Service Operations services conduct diagnostics provide service request ownership to ensure resolution of customer faults.
- Reporting and escalating all observed incidents to proper SITA operational escalation points
- When/where required perform assigned tasks on 24 x 7 shifts basis
- Provide professional support and assistance to SITA customers to understand their issues and open incidents for resolution by the SITA support organization with all the relevant and required information.
- Attempt resolution of incidents at level 1 whenever possible and diagnose the possible incident cause for referring incidents to the right resolver group.
- Monitor incident resolution progress and chase up resolver groups for updates and resolution as per the defined product or customer SLA.
- Work closely with all resolver groups including third party vendors to ensure timely resolution of all incidents
- The Service desk agent has a key role in influencing customer satisfaction by the way he/she interacts with the customers especially when dealing with them on the phone.
Who You Are
- Basic knowledge and understanding of network protocols.
- Product and Service knowledge in one or several of the following areas at beginner level Airport Services, Desktop Services, Network Services
- Customer-specific services and solutions (for dedicated support)
- Exposure to ITIL and to IT and network components and principles
- Demonstrated maturity in handling complex customer issues and irritated customers
- Excellent customer communication skills both verbal and written in English and others
What We Offer
SITA’s workplace is all about diversity many different countries and cultures are represented in our workforce, and colleagues who’ve been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we're always pushing ourselves to find better ways of doing things smarter, quicker, easier, for us and our customers and for their customers too.
And we offer all the good stuff you’d expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world-class learning.
Welcome to SITA
SITA is the world’s leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry. We apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport.
We design, build, and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Are you ready to explore the opportunities?
Keywords Service Desk Agent, Helpdesk, IT Support
In case of issues with uploading your CV or accessing the application system, please contact us @ careers@sita.aero
Profession
Service Operations
Work Location
Middle East, India & Africa-Jordan-Amman
Schedule
Full-time
Job Posting
May 28, 2021, 20143 AM
Apply here:
https://sita.taleo.net/careersection/3/jobdetail.ftl?job=153257&SNS-10100&src=LinkedIn
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