Help Desk Agent

Organization of the coverage and activity of the Service Desk staff to ensure that Incidents and Changes are handled as per the defined SITA ITSM standard processes;
Provide call center to receive incidents reported by the customer;
Timely monitoring of the call answering performance and adjust the shift organization as required, including skill set changes in the contact center telephony solution;
Timely monitoring of Incident resolution and Change Requests completion as per SLA and chasing the various resolver groups as appropriate;
Handles proactive Notification and Escalation to Service Desk Management and to SITA Senior Management as per the defined process for major Customer or service outages (P1 major outage notification process in particular);
Provide coaching and assistance to Service Desk agents as needed;
Participate in agent training to support the transition of new services or customers;
Ensure that the actions defined in Improvement plans are performed;
Handle Customer complaints and escalations;
When required, act as the customer SPOC and co-ordinate the scheduling of intervention with Customers, 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;
Carry out incident, event, change and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups;
When/where required, be contactable for escalations and support, on and on-call standby basis;
When/where required, perform assigned tasks on 24 x 7 shifts basis;

Diploma / Certificate in Computer Science, Electronic Engineering or equivalent Telecommunications in country qualification;
Applicable vendor / technology entry level certification or equivalent work experience;
ITIL Foundation Certificate;
Minimum 2 years’ experience in the network, and/or application/system support domain. Must have dealt directly with external customers delivering to SLAs;
Experience of working in the Airport / Airline industry will be an added advantage;
Advanced English communication skills, both written and verbal, including advanced business writing skills (will be tested);
Knowledge and ability to install configure and maintain end user operating system software including Microsoft(windows/office)/Linux/Unix;

Empresa líder em TIC / Telecomunicações