وظائف شاغرة لدى شركة سيتا المتخصصة في الاتصالات وتكنولوجيا المعلومات لقطاع النقل الجوي لتخصص الحاسوب او الهندسة

السبت، 10 فبراير 2018


تعلن شركة سيتا للسياحة والطيران عن حاجتها الى :

Agent - Service Desk

Purpose:
The Service Desk Agent is a member of SITA Service Desk acting as a Single Point of Contact (SPOC) for SITA customers and has the responsibility to ensure that all incidents are resolved, Requests fulfilled, within the agreed SLA. For that purpose, he/she has the ownership of incidents from opening to closing and must work with and chase all involved resolver groups to comply with SLAs.
    Within SITA Service Desks, the Service desk 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.
    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.
    The SITA Service Desks provide 24x7x365 support model. This requires working in shifts during nights, weekends and public holidays.


Key Responsibilities:

Provide Service Operations support to internal and external customers (End User Computing and Desktop As A Service 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
    Perform assigned tasks on 24 x 7 shifts basis
    Provide a professional support and assistance to SITA customers, insure customer satisfaction and help to improve the customer experience.
    Attempt resolution of incidents starting from level 1 up to level 2 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.
 
 Education and Professional Qualifications

Computer or Telecommunication Engineering is a must.
Customer interface experience providing services with an agreed SLA.
Knowledge about the IT Service Management and Service Desk environment. ITILv3 certification is a plus.
Strong technical knowledge/education at the field of Microsoft Operating Systems(Windows 7, 8.1 and 10 ) and Microsoft products. MS Certifications are plus.
Networking standards knowledge. Cisco Certifications are plus.
 Ability to work on shifts; Morning, afternoon and night basis.

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 and Skills:
Basic knowledge and understanding of Network protocols.
    Product and Service knowledge in one or several of the following areas:
    Airport Services
    Desktop services
    Network Services
    Customer specific services and solutions (for dedicated support)
    Exposure to ITIL and to IT and network components and principles
    Demonstrated maturity in handling complex customer issues and irritated customers
    Excellent customer communication skills, both verbal and written, in English and other languages as required

Profession Competencies
    Info Gathering Processing
    Technical Communication
    Product/Solution Knowledge
    Service Excellence Attitude
    ITIL/ITSM
    Problem Solving skill.