Job Description

Overview

WELCOME TO SITA

is the leading specialist in air transport communications and information technology. We don\xe2\x80\x99t just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.

Ready to redefine air travel? The journey starts here, with you at SITA.

ABOUT THE ROLE & TEAM:

Our ServiceDesk in Singapore enabling our customer to maximize the use of our solutions that contribute to a greener, more sustainable aviation through the enablement of flight and air traffic optimization.

Reporting to the Regional Manager of the ServiceDesk, the Analyst is overall responsible for the execution of Standard Operating Procedures related to ITIL Processes such as Incident Management and Request Fulfilment.

You will interact with the various functions within SITA FOR AIRCRAFT such as Engineering & Technology, Customer Service, and Operations as well as other colleagues across the company, located in 20+ countries (Canada, United-States, France, Switzerland, Germany, Singapore, United Arab Emirates, Spain...).

WHAT YOU WILL DO:

• Execute Standard Operating Procedures related to the management of incidents and requests. Emphasis will be placed on the management of standard/documented incident management such as those related to our global VHF network or basic requests.
• Maintain accurate logs, incident reports and provide comprehensive updates to stakeholders.
• Document all actions in accordance with standard company policies and procedures.
• Collaborate with vendors and service providers, such as Field Representatives, to address incidents, ensuring effective communication and prompt resolution.
• Use various tools to monitor, remediate and manage any ticket assigned.

Qualifications

EXPERIENCE:

• Proven experience in telecommunications in large scale
• Proven experience in a customer service role, preferably in a technical support or service desk environment.
• Commitment to continuous learning and staying updated with industry trends and best practices.
• Fluent in English - verbal and written communication skills.
• Customer service orientation with the ability to communicate technical topics.
• Strong time management and multitasking abilities to handle multiple customer inquiries simultaneously in a fast-paced environment.
• Ability to work in a shift-based schedule, including weekends and holidays, to provide 24/7 coverage.
• Strong documentation skills to accurately record customer interactions and resolutions.
• Ability to work both independently and collaboratively in a team-oriented environment.
• Adaptability, resilience, and a positive attitude towards handling challenging customer situations.

NICE-TO-HAVE:

• Execute Standard Operating Procedures related to the management of incidents and requests. Emphasis will be placed on the management of standard/documented incident management such as those related to our global VHF network or basic requests.
• Maintain accurate logs, incident reports and provide comprehensive updates to stakeholders.
• Document all actions in accordance with standard company policies and procedures.
• Collaborate with vendors and service providers, such as Field Representatives, to address incidents, ensuring effective communication and prompt resolution.
• Use various tools to monitor, remediate and manage any ticket assigned.

WHAT WE OFFER:

SITA\xe2\x80\x99s workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer:

\xf0\x9f\x8f\xa1 Flex-week: Work from home up to 2 days/week (depending on your Team\'s needs).

\xe2\x8c\x9a Flex-day: You may wish to flex your arrival time at the office, to beat the rush hours or you may want to leave the office earlier to pick up your kids from school or to go to your favorite game: We support you in being open about your needs and routine with you manager.

\xf0\x9f\x8c\x8e Flex-location: Benefit for 30 working days from anywhere around the world each year!

\xf0\x9f\x99\x8c\xf0\x9f\x8f\xbd 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.

SITA