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Sr Agent/ Agent Service Desk, Amman Jordan


Posted on June 11, 2018

1 - 2 years Amman - Jordan

Any Nationality

Opening 01

Job Description

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Welcome to SITA... We lead one of the most exciting
and advanced industries on earth. Around the
world, nearly every passenger flight relies on SITA technology, almost every
airport and airline does business with us, and it s our job to support their
operations. As the world's leading air transport IT and communications
specialist, we re committed to meeting the demands of the air transport
industry around the clock, every day.
Our Vision: Easy air travel every step of the way
With us there are no limits for people looking to
explore the edges of possibility and beyond. Together, we Go.Far.
C hallenge: Our people take on some of the biggest challenges in our industry.
They aren't afraid to think bigger, work harder and deliver smarter
solutions that are continuously transforming air travel.
Taking on these challenges opens up a world of
opportunities for our people. We make sure they have the chance to develop
their skills, explore new horizons and grow their careers on a global scale.
Benefits in Jordan
* Medical
Insurance for employee and dependants
* Life insurance
for Employee including disability cover
* 21 Working Days
Annual Leave
* Social Security
as per labour law 6.75 % employee and 12.75%
* Education
Reimbursement for up to 5 children of 1,800 JOD per child / per year aged 3 to
You will be adding to the success of SITA by
applying industry standard Service desk agent is the primary point of
contact for customers and has the responsibility to ensure that all incidents
are resolved, 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 Service desk 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 Service desk agent has the primary responsibility to attempt to
resolve the incidents at his/her level and to refer them to the appropriate
resolver group while still managing them until resolution.This function requires working in shifts during nights, weekends and
public holidays.

IT - Software Services

IT Software

Desired Candidate Profile

Do you have a Bachelor s degree in Engineering or
Are you ITIL certified (Intermediate / Expert
Do you have customer engagement experience?
Do you have help desk or call centre environment
If the answer to most of the things
above is Yes , then you are the best
person for this role


Customer Engagement Medical Insurance Itil Certified Service Desk Labour Laws Senior Agent Manager Technology Management Commerce


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SITA was founded in 1949 and is headquartered in Geneva. The company emerged as a pioneer in international telecommunications for air transport industry and has the broadest portfolio of managed global communications, infrastructure, ATI Cloud as well as outsourcing services. SITA has its presenc e across 200 countries and it offers a myriad of services including –

• Airline commercial management

• Air-to-ground communications

• Airport management & operations

• Aircraft operations

• Baggage operations

• Border management

• Cargo operations

• Flight operations

• Passenger operations

• Transportation security

SITA aims at building and maintaining a multi-skilled workforce, capable enough to work flexibly and confidentially as per clients’ requirements. To meet the consistent demands of skilled workforce, the company looks forward to hire professionals across a number of technical and non-technical positons and hire dedicated professionals who can match up to the expectations of the clients and deliver their best.

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