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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