Agent Service Desk

Job Description

Job Description – Agent Service Desk (36856)
Job Description

Agent Service Desk – 36856
Profession

: Service Operations
Work Location

: Middle East & Africa-Jordan-Amman
Schedule

: Full-time
Description

As
Agent Service Desk
, you will be the primary point of contact for customers and will have the responsibility to ensure that all incidents are fixed and handled within the agreed SLA. For that purpose, he or she has the ownership of incidents from opening to closing and must work with and chase all involved resolver groups to comply with SLAs.

Based in Amman, Jordan, and reporting to the Team Lead Service Desk you will be a part of the Global Operations team and responsible for handling at levels 1 and 2 the incidents and service requests (assigned to him/her) that are raised by customers when they face issues with the use of SITA products and services. Those incidents are reported by telephone, e-mail or by proactive monitoring systems.

What you will do

• Provide Service Operations support to external customers in accordance with the terms of the customer contract and SLAs.
• To ensure the correct functioning and maintenance of systems and products serviced by Service Operations
• 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.

Qualifications

Who you are

• Bachelor’s degree in Computer Engineering, CS, IT, MIS or any related field.
• 1-3 years of experience in IT Support and Customer Service and should be a German speaker.
• Good Knowledge in ITIL principles (ITSM, ServiceNow, etc).
• Basic knowledge in Network & Desktop support.
• Excellent interpersonal communication skills, English language is a must.
• Willing to work on Shift basis.

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.

For your security, during a SITA hiring process:

• never respond to an email asking for a payment, your credit card number or a copy of your bank details;
• always check the sender’s address before opening the message. For SITA, the address must be equal to “givenname.surname@sita.aero”. Otherwise, it is a fraudulent message;
• all open positions are published on SITA official website and we encourage candidates to apply through it directly.

Keywords:
Service Desk Agent, Senior Service Desk Agent, Level 1 Service Desk Agent, Level 2 Service Desk Agent

In case of issues with uploading your CV or accessing the application system, please contact us @ careers@sita.aero

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Job Posting

: Jan 10, 2023, 1:26:59 PM