SITA Switzerland Sarl Looking for Team Lead Service Desk at Delhi, Delhi Full Time

• To manage day to day operations of the service desk during a shift as per the defined operating procedures.
• To ensure that all incidents service requests and changes are handled as per the SITA defined best practices for IT Service Management.

What will you do

• Organize coverage and activity of the service desk staff to ensure that incidents and changes are handled as per the defined SITA ITSM standard processes;
• Monitor quality of the calls answered and adjust the shift organization as required including skill set changes in the contact center telephony solution;
• Monitor incident service request resolution and change request completion as per SLA and chasing up with the various resolver groups as appropriate;
• Notify and escalate to the service desk management and to SITA Senior Management as per the defined process for major customer or service outages (P1/Major Incident notification process in particular);
• Supervise service desk agents’ performance and definition of/follow up on improvement action plans as appropriate;
• Coach and assist service desk agents as needed;
• Participate in agent training in support to the transition of new services or customers;
• Handle customer complaints and escalations;
• Organize/ participate in account performance reviews with service managers or business managers;
• Ensure that customer and product/service documentation is up to date in the knowledge tool and take appropriate actions to have them up dated as required;
• Act as Subject Matter Expert and organize the transition of new services and customers in the Service Desk for the group he/she is responsible for;
• Ensure hierarchical and functional escalations are performed when incidents cannot be resolved
• Flexibility to work in 24 x 7 shifts
• Replace the Service Desk Manager in his/her absence.

Qualifications:
Who you are

• Degree and qualification in IT or Business Computer Science Telecommunications or equivalent
• Professional certifications: ITIL CCNA CCNP
• Minimum 2 – 3 years experience as a Team Co-ordinator / Team Leader Service Desk
• Previous customer service experience in help desk/Call center support for Applications Desktop and network services and products
• Experience in negotiating and managing 3rd Party Suppliers
• ITSM processes and tools for incident change and problem management
• Knowledge of SITA Product Portfolio
• Knowledge of SITA Service Management and Operations Organization
• Ability to manage the shift coverage and organize shift schedules
• Exposure to Contact centre management system for skill set administration and call answering performance reporting
• ITSM tool and business intelligence for activity and performance monitoring.
• Ability to analyze a high volume of technical data and work in a fast-paced environment
• Coaching and staff motivation skills
• Ability to work under pressure and to prioritize activities
• Sense of ownership and accountability
• Ability and motivation to work in rotating shifts including nights weekends and public holidays.
• Excellent customer communication skills both verbal and written in English and other languages as required

What we offer

SITA is a place of change and constant improvement, where we’re always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too. Our values underpin everything we do at SITA.

And we offer all the good stuff you’d expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning.

Welcome to SITA

SITA is the world’s leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry. We apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport.

We design, build, and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Are you ready to explore the opportunities?