At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

Youll find us in 95 of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We dont just move the world forward-were proud to be recognized as a Great Place to Work® by our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.

ABOUT THE ROLE & TEAM

The Service desk agent is 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. For that purpose, she/ he has the ownership of incidents from opening to closing and must work with and chase all involved resolver groups to comply with SLAs. n- Within SITA Service Desks the Service desk agent is responsible to handle at level 1 the incidents service requests and change requests (assigned to him/her) which are raised by customers when they face issues with the use of SITA products and services. Those incidents are reported via various media: telephone e-mails or web portal. n- The Service desk agent has the primary responsibility to attempt to resolve the incidents at his/her level and to refer them to the appropriate resolver group while still managing them until resolution. This function requires working in shifts during nights weekends and public holidays.

WHAT YOU WILL DO:

• Provide Service Operations support to internal and external customers in accordance with customer contracts and SLAs.
• Ensure the correct functioning and maintenance of all internal and external systems and products supported by Service Operations.
• Act as the customer Single Point of Contact (SPOC) when required, coordinating intervention scheduling with customer internal resolver groups and the Service Desk.
• Maintain the highest level of customer service and communication to resolve faults and incidents within prescribed SLAs.
• Ensure the shortest possible service restoration times by initiating timely escalations to specialized resolver groups inside and outside SITA, in line with contracts, SLAs, and monitoring requirements.
• Proactively detect service-related events, conduct diagnostics, and take ownership of service requests to ensure resolution of customer faults.
• Report and escalate all observed incidents to the appropriate SITA operational escalation points.
• Perform assigned tasks on a 24x7 shift basis when required.
• Provide professional support and assistance to SITA customers to understand their issues and accurately log incidents with all relevant information.
• Attempt first-level (L1) incident resolution whenever possible and diagnose root causes before referring incidents to the appropriate resolver groups.
• Monitor incident resolution progress and follow up with resolver groups to ensure timely updates and resolution in line with product and customer SLAs.
• Work closely with internal resolver groups and third-party vendors to ensure timely and effective incident resolution.
• Contribute to customer satisfaction through professional, clear, and empathetic interaction, especially during phone communications.

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WHO YOU ARE:

• Bachelor’s Degree in Computer Science, Computer Engineering, or relevant IT disciplines.

• years of experience in technical support, customer support or any related fields in IT industry.

• Basic knowledge and understanding of Network protocols.
• Basic technical skills in networking, including LAN/WAN, and VPN technologies.
• Product and Service knowledge in one or several of the following areas at beginner level:
• Desktop services
• Network Services
• Customer-specific services and solutions (for dedicated support).
• Excellent customer communication skills both verbal and written in English
• ITIL/ITSM
• Info Gathering & Processing
• Product/Solution Knowledge
• Technical Communication

Were all about diversity. We operate in 200 countries and speak 60 different languages and cultures. Were really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what its like to join our team and take a step closer to your best life ever.

🏡 Flex Week: Work from home up to 2 days/week (depending on your teams needs)

⏰ Flex Day: Make your workday suit your life and plans.

🌎 Flex-Location: Take up to 30 days a year to work from any location in the world.

🌿 Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

🚀 Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!

🙌 Competitive Benefits: Competitive benefits that make sense with both your local spanet and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.