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 Service Desk Agent, you will be the primary point of contact for customers, responsible for resolving incidents and handling change requests in a timely and efficient manner.

Key Responsibilities
  • Provide exceptional customer service and support to internal and external customers
  • Resolve incidents and handle change requests in accordance with SLAs
  • Work closely with resolver groups to ensure timely resolution of incidents
  • Monitor incident resolution progress and chase up resolver groups for updates and resolution
  • Provide professional support and assistance to customers to understand their issues and open incidents for resolution
Requirements
  • 0-1 year of experience in technical support, customer support, or related fields in the IT industry
  • 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
What We Offer
  • Work flexibility: work from home up to 2 days/week (depending on your team's needs)
  • Employee wellbeing: employee assistance program (EAP) provided by SITA is a yearly free service for practical advice in any part of your life
  • Professional development: unleash your potential with our training offers via Coursera
  • Flex-location: benefit for 30 working days from anywhere around the world each year
  • Competitive benefits according to the local market

SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.

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