Technical Senior Agent Service Desk

Overview
WELCOME TO SITA??
Were the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the worlds air travel industry.
Youll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big
Are you ready to love your job The adventure begins right here, with you, at SITA.
About The Role & Team
The Senior Agent is the primary point of contact for customers and has the responsibility to ensure that all incidents are fixed 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 within SITA Service Desks the Senior 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 Senior Agent has the primary responsibility to attempt to resolve the incidents/service requests at his/her level and to refer them to the appropriate resolver group while still tracking them until resolution.- This function requires working in shifts during nights weekends and public holidays.
?what Youll Do

• Provide advanced support and resolve complex technical issues.
• Act as a Subject Matter Expert (SME) for specific products/services.
• Mentor and assist junior agents with challenging cases.
• Monitor and ensure resolution of escalated issues within SLAs.
  

About Your Skills

• Provide advanced support and resolve complex technical issues.
• Act as a Subject Matter Expert (SME) for specific products/services.
• Mentor and assist junior agents with challenging cases.
• Monitor and ensure resolution of escalated issues within SLAs.
• Provide proactive support to identify and address recurring issues.
• Customer Service positions with extensive customer engagement experience in a help desk or call centre environment and/or travel industry is preferred.
• Minimum 2 to 3 years in a Customer Support Specialist function with recognized expertise on a large range of services and products at intermediary and advanced levels.
  

What We Offer
Were all about diversity. We operate in 200 countries and speak 60 different languages and cultures. Were really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what its like to join our team and take a step closer to your best life ever.
???? Flex Week: Work from home up to 2 days/week (depending on your teams needs)
? Flex Day: Make your workday suit your life and plans.
???? Flex-Location: Take up to 30 days a year to work from any location in the world.
???? Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.
???? Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!
???? Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.
SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.