Analyst Customer Applications Support-EN
As Analyst Customer Applications Support you will perform customer application training, implementation, and full support activities according to SITA standards and procedures, maximizing customer satisfaction by applying industry-leading best practice processes and procedures.
Are you ready to be part of the future?
What You Will Do
- Provide support to internal and external customers in accordance with departmental procedures and/or the terms of the customer contract or Service Level Agreements (SLAs).
- May act as the customer’s Single Point of Contact (SPOC) and coordinate application troubleshooting with customers and/or internal resolver groups ensuring the highest level of customer service is maintained to resolve the incident within the prescribed SLA when required.
- Ensure established Service Management processes and procedures are understood and followed to the highest standards and co-ordinate problem resolution with the appropriate resolver groups.
- Achieve the shortest service restoral time possible, according to the customer contracts or SLAs, by initiating timely escalations to management and/or specialized resolver groups inside SITA, as per established departmental escalation procedures.
- Adhere to installation guidelines, application documentation, and industry best practices in order to deliver quality service.
- Use the appropriate tools and equipment to perform the installation intervention and repairs in accordance with Service Operations and Delivery guidelines and instructions where provided.
- Collaborate with customers to understand, document, and resolve problems to moderate complexity within the designated application.
- Conduct the analysis, definition, documentation, and/or testing of application software changes and system enhancements.
- Assist with acceptance testing as related to customer or third-party service provider acceptance criteria.
- Collaborate inter-departmentally with Senior or Lead Analysts and/or Software Development personnel to identify the root cause of application problems and provide possible workarounds or resolution details to customers.
- Proactively detect problems related to service and infrastructure operations and delivery services conduct diagnostics and provide service request ownership to ensure the resolution of customer problems.
Who You Are
- Engineer bachelor’s degree is required in Communication, electrical or any field related
- 2-3 years of experience in Technical & Client Desktop Support
- Knowledge and understanding of Desktops Laptops and Printers industry standards
- MS Azure certificates will be an advantage
- Customer Service pro-activeness and ownership attitude and sense of service to support customers and own their issues until resolution to their satisfaction.
- Ability and motivation to work in a team and rotating shifts.
- Installation and configuration of end-user applications and software.
- Ability to analyze draw conclusions and create solutions to customer's moderately complex problems
- Possess Critical thinking skills
- Knowledge and understanding of basic network protocols.
- Ability to build relationships with peers and management levels both with clients and the company management
- Exposure to ITIL and IT and network components and principle
- ITIL Foundation Certificate or other technology entry-level certifications are an asset.
What We Offer
SITA’s workplace is all about diversity many different countries and cultures are represented in our workforce, and colleagues who’ve been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we're always pushing ourselves to find better ways of doing things smarter, quicker, easier, for us and our customers and for their customers too.
And we offer all the good stuff you’d expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning.
Welcome to SITA
SITA is the world’s 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.
We design, build, and support technology solutions all with one vision to create easy air travel every step of the way. 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. Are you ready to explore the opportunities?
For your security, during a SITA hiring process
- never respond to an email asking for a payment, your credit card number or a copy of your bank details;
- always check the sender's address before opening the message. For SITA, the address must be equal to “[اضغط هنا لمشاهدة البريد اﻹلكتروني]”. Otherwise, it is a fraudulent message;
- all open positions are published on SITA official website and we encourage candidates to apply through it directly.
Keywords IT Support, PC support, Desktop Support, Application Support, Microsoft, O365, Technical Support, Client Support
In case of issues with uploading your CV or accessing the application system, please contact us @ [اضغط هنا لمشاهدة البريد اﻹلكتروني]
Profession
Customer Applications Support
Work Location
Middle East & Africa-Jordan-Amman
Schedule
Full-time
Job Posting
Jan 10, 2023, 11844 PM
