Profession
Service Operations
Work Location
Middle East, India & Africa-Jordan-Amman
Schedule
Full-time
Description
PURPOSE
The Senior Agent is the primary point of contact for customers and has the responsibility to ensure that all incidents are fixed and change requests handled within the agreed SLA. For that purpose 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 Senior 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 Senior Agent has the primary responsibility to attempt to resolve the incidents/service requests at his/her level and to refer them to the appropriate resolver group while still tracking them until resolution.n- This function requires working in shifts during nights weekends and public holidays.
KEY RESPONSIBILITIES
Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs.
eeded and are assigned complex products to support as well as complicated customer solutions
Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs.
Qualifications
EXPERIENCE
Customer Service positions with extensive customer engagement experience in a help desk or call centre environment and/or travel industry is preferred.
KNOWLEDGE & SKILLS
Knowledge and understanding of LAN protocols.
PROFESSION COMPETENCIES
ITIL/ITSM
Info Gathering&Processing
Product/Solution Knowledge
Service Excellence Attitude
Technical Communication
CORE COMPETENCIES
Adhering to Principles & Values
Communication
Creating & Innovating
Customer Focus
Impact & Influence
Leading Execution
Results Orientation
Teamwork
EDUCATION & QUALIFICATIONS
Recognized industry certifications such as MCSA CCNA CCNP ITIL Service Management or equivalent experience required
It is a replacement of Abdullah Al_Saber with People Central ID# 25104 who is leaving SITA
Job Posting
Oct 12, 2022, 7:17:17 AM