Agent Service Desk

Agent Service Desk-35999

**Profession**

Service Operations

**Work Location**

Middle East, India & Africa-Jordan-Amman

**Schedule**

Full-time

Description

**PURPOSE**:
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 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
- 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.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.
- To ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
- When required act as the customer SPOC and co-ordinate the scheduling of intervention with 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.
- Ensure shortest possible restoral times possible initiating the timely escalations to specialized Resolver groups inside and outside SITA according to the customer contracts and SLAs and monitoring requirements.
- To proactively detect events related to Service Operations services conduct diagnostics provide service request ownership to ensure resolution of customer faults.
- Reporting and escalating all observed incidents to proper SITA operational escalation points
- When/where required perform assigned tasks on 24 x 7 shifts basis
- Provide a professional support and assistance to SITA customers to understand their issues and open incidents for resolution by the SITA support organization with all the relevant and required information.
- Attempt resolution of incidents at level 1 whenever possible and diagnose possible incident cause for referring incidents to the right resolver group.
- Monitor incident resolution progress and chase up resolver groups for updates and resolution as per the defined product or customer SLA.
- Work closely with all resolver groups including third party vendors to ensure timely resolution of all incidents
- The Service desk agent has a key role in influencing customer satisfaction by the way he/she interact with the customers especially when dealing with them on the phone.
- Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs.
- To ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service Operations
- When required act as the customer SPOC and co-ordinate the scheduling of intervention with 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.
- Ensure shortest possible restoral times possible initiating the timely escalations to specialized Resolver groups inside and outside SITA according to the customer contracts and SLAs and monitoring requirements.
- To proactively detect events related to Service Operations services conduct diagnostics provide service request ownership to ensure resolution of customer faults.
- Reporting and escalating all observed incidents to proper SITA operational escalation points
- When/where required perform assigned tasks on 24 x 7 shifts basis
- Provide a professional support and assistance to SITA customers to understand their issues and open incidents for resolution by the SITA support organization with all the relevant and required information.
- Attempt resolution of incidents at level 1 whenever possible and diagnose possible incident cause for referring incidents to the right resolver group.
- Monitor incident resolution progress and chase up resolver groups for updates and resolution as per the defined product or customer SLA.
- Work closely with all resolver groups including third party vendors to ensure timely resolution of all incidents
- The Service desk agent has a key role in influencing customer satisfaction by the way he/she interact with the customers especially when dealing with them on the phone.

**Qualifications**:
**EXPERIENCE**:

- Customer Service positions with some customer engagement experience in a help desk or call centre environment and/or travel industry is preferred.
- Experience of working in the Airport / Airline industry.

**KNOWLEDGE & SKILLS**:

- Basic knowledge and understanding of Network protocols.
- Product and Service knowledge in one or several o