Senior Agent Service desk

You will be working as a Senior Agent at SITA, the leading specialist in air transport, communications, and information technology. Your primary responsibility will be to ensure that all incidents are fixed and change requests are handled within the agreed Service Level Agreement (SLA). You will be the main point of contact for customers and will own incidents from opening to closing, working with various resolver groups to comply with SLAs. Your role will involve handling incidents, service requests, and change requests raised by customers through telephone, emails, or web portal, attempting to resolve them at your level and referring them to the appropriate resolver group while tracking them until resolution. This position requires working in shifts during nights, weekends, and public holidays. Key Responsibilities: - Provide Service Operations support to internal and external customers according to customer contracts and SLAs - Act as the customer Single Point of Contact (SPOC) and coordinate interventions with customers and internal resolver groups - Proactively detect incidents, conduct diagnostics, and ensure resolution of customer incidents - Report and escalate incidents/service requests to the proper SITA operational escalation points - Provide professional support and assistance to SITA customers, attempting to resolve incidents at level 1 - Monitor incident resolution progress and collaborate with resolver groups for timely resolution Qualifications: - Minimum 2 to 3 years of experience in Customer Service positions with expertise in a help desk or call center environment - Knowledge and understanding of LAN protocols, ITIL, and IT/network components - Experience in airlines and travel industry operations and applications is advantageous - Excellent customer communication skills in English and other languages as required - Certification in ITIL Foundation and exposure to Network Technologies like CISCO, Aruba, Juniper, SD WAN, Palo Alto are desirable The company, SITA, offers a diverse and inclusive work environment with opportunities for professional development, competitive benefits, and flexibility including work from home options. SITA values a diverse workforce and encourages individuals from all backgrounds to apply. Join SITA and be a part of redefining air travel with your expertise and customer service skills! You will be working as a Senior Agent at SITA, the leading specialist in air transport, communications, and information technology. Your primary responsibility will be to ensure that all incidents are fixed and change requests are handled within the agreed Service Level Agreement (SLA). You will be the main point of contact for customers and will own incidents from opening to closing, working with various resolver groups to comply with SLAs. Your role will involve handling incidents, service requests, and change requests raised by customers through telephone, emails, or web portal, attempting to resolve them at your level and referring them to the appropriate resolver group while tracking them until resolution. This position requires working in shifts during nights, weekends, and public holidays. Key Responsibilities: - Provide Service Operations support to internal and external customers according to customer contracts and SLAs - Act as the customer Single Point of Contact (SPOC) and coordinate interventions with customers and internal resolver groups - Proactively detect incidents, conduct diagnostics, and ensure resolution of customer incidents - Report and escalate incidents/service requests to the proper SITA operational escalation points - Provide professional support and assistance to SITA customers, attempting to resolve incidents at level 1 - Monitor incident resolution progress and collaborate with resolver groups for timely resolution Qualifications: - Minimum 2 to 3 years of experience in Customer Service positions with expertise in a help desk or call center environment - Knowledge and understanding of LAN protocols, ITIL, and IT/network components - Experience in airlines and travel industry operations and applications is advantageous - Excellent customer communication skills in English and other languages as required - Certification in ITIL Foundation and exposure to Network Technologies like CISCO, Aruba, Juniper, SD WAN, Palo Alto are desirable The company, SITA, offers a diverse and inclusive work environment with opportunities for professional development, competitive benefits, and flexibility including work from home options. SITA values a diverse workforce and encourages individuals from all backgrounds to apply. Join SITA and be a part of redefining air travel with your expertise and customer service skills!