Job Description

Overview:

WELCOME TO SITA FOR AIRCRAFT


SITA FOR AIRCRAFT business unit makes flight operations, air traffic management and aircraft maintenance more sustainable and efficient by enabling collaboration between people and organizations in the air transport industry through:

Communication - connecting aircraft and people around the world. Data & Platform - Turning aircraft data into valuable insight for the entire industry. Applications - Empowering the industry with user-friendly tools that make flight operations more sustainable and efficient.

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

ABOUT THE ROLE & TEAM:



Our ServiceDesk, is a key pillar in 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 Specialist Service Operations is overall responsible for the support to our customers, execution of Standard Operating Procedures related to ITIL Processes such as Incident Management, Event Management and Request Fulfillment.



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. Deliver high-quality support to our customers by adeptly managing and triaging cases they bring forth. Monitor the performance of our products and services, promptly executing operational procedures for resolution or, when necessary, escalation to ensure swift restoration. 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, to address incidents and overseeing changes, ensuring effective communication, prompt resolution and minimal downtime. Use various tools to monitor, remediate and manage any ticket assigned. Identify and highlight any knowledge gaps, contributing to continuous improvement initiatives and enhancing the overall efficiency of our operational practices.

Qualifications:

EXPERIENCE:



Minimum of 2 years proven experience in telecommunications in large scale business. Minimum of 2 years proven experience in a customer support 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. Troubleshooting and problem-solving skills to diagnose and resolve technical issues effectively. 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:



High school diploma or equivalent with additional technical certifications or a degree in a related field is a plus. Experience in Air Transport is a plus. ITIL V4 Foundation certificate and experience working with ServiceNow is a plus.

WHAT WE OFFER:


SITA's 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:

Flex Week:

Work from home up to 2 days/week (depending on your Team's needs).

Flex Day:

You may wish to flex your arrival time at the office to beat rush hours or leave earlier for personal commitments. We encourage open communication with your manager about your needs and routine.

Flex-Location:

Enjoy up to 30 workdays of benefits, anywhere in the world!

Employee Wellbeing

: Benefit from the Employee Assistance Program (EAP) provided by SITA, a yearly free service offering practical advice in various aspects of your life.

Professional Development:

Enhance your skills with our training platforms, inclusive of LinkedIn Learning!

Competitive Benefits

: Access competitive benefits tailored to the local market and your employment status.

SITA FOR AIRCRAFT IS PART OF THE SITA GROUP


SITA is the leading specialist in air transport communications and information technology. We don't 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.

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.