Service Desk Agent

4 weeks ago

Amman, Amman, Jordan SITA Full time
Job Summary

We are seeking a highly skilled Service Desk Agent to join our team at SITA. As a key member of our Service Operations team, you will provide exceptional support to internal and external customers, ensuring timely resolution of incidents and maintenance of our internal and external systems.

Key Responsibilities
  • Provide technical support to customers via phone, email, or chat, resolving incidents and issues in a timely and professional manner.
  • Collaborate with internal teams to ensure seamless service delivery and effective communication with customers.
  • Act as the customer's Single Point of Contact (SPOC) for Service Operations, coordinating intervention and ensuring high levels of customer satisfaction.
  • Escalate complex issues to specialized resolver groups, monitoring progress and ensuring timely resolution.
  • Proactively detect and diagnose issues, providing service request ownership to ensure resolution of customer faults.
  • Report and escalate incidents to SITA operational escalation points, as required.
  • Provide professional support and assistance to customers, understanding their issues and opening incidents for resolution by the SITA support organization.
  • Attempt resolution of incidents at level 1 whenever possible, diagnosing possible incident cause for referral to the right resolver group.
  • Monitor incident resolution progress, chasing up resolver groups for updates and resolution as per defined product or customer SLA.
Requirements
  • 0-1 year of experience in technical support, customer support, or related fields in the IT industry, preferably in a network service support environment.
  • Basic knowledge and understanding of network protocols.
  • Basic technical skills in networking, including LAN/WAN, routing, switching, wireless, and VPN technologies.
  • Product and service knowledge in one or several of the following areas at the beginner level: desktop services, network services, customer-specific services and solutions.
  • Exposure to ITIL and IT and network components and principles.
  • Experience working with IT network equipment (CISCO, Huawei, Juniper, etc.).
  • Demonstrated maturity in handling complex customer issues and irritated customers.
  • Excellent customer communication skills, both verbal and written, in English.
  • ITIL/ITSM certification and a Bachelor's degree in computer science, computer engineering, or relevant IT disciplines are desirable.

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