Job Opportunity at SITA in Jordan: Agent Service Desk

SITA is offering a job opportunity as an Agent Service Desk in Amman, Jordan. As 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, he or she has the 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.

1. Provide Service Operations support to external customers in accordance with the terms of the customer contract and SLAs.
2. To ensure the correct functioning and maintenance of systems and products serviced by Service Operations
3. Act as the customer SPOC and coordinate the scheduling of intervention with the Customer's internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.

• Bachelor’s degree in Computer Engineering, CS, IT, MIS or any related field.
• 1-3 years of experience in IT Support and Customer Service.
• Good Knowledge in ITIL principles (ITSM, ServiceNow, etc).
• Basic knowledge in Network & Desktop support.
• Excellent interpersonal communication skills, English language is a must.
• Willing to work on Shift basis.

About SITA:

SITA is the world's leading specialist in air transport communications and information technology. 

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