About the job

Overview

As Senior 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, will have 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.

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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.
• Ensure the 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.
• Reporting and escalating all observed incidents/service requests 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.

Qualifications

Who you are

• Experience in a customer service position with extensive customer engagement experience in a help desk or call center environment and/or travel industry is preferred.
• Minimum 2 to 3 years in a Customer Support Specialist function with recognized expertise in a large range of services and products at intermediary and advanced levels.
• Experience in the airline and travel industry’s operations and applications will be extremely advantageous.
• Candidate from colleges and universities who have the motivation to work in customer service and support.
• Knowledge and understanding of LAN protocols. – Product and Service knowledge in one or several of the following areas at beginner and intermediary levels: – 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.
• Ability to coach new joiners and facilitate their integration into the team.
• Ability to organize the activity of a team and to take ownership of issues until resolution- Ability to act as a Team lead in his/her absence- Excellent customer communication skills both verbal and written in English and other languages as required.
• Recognized industry certifications such as MCSA CCNA CCNP ITIL Service Management or equivalent experience required- ITIL Foundation Certificate desirable.

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