Team Coordinator Service Desk

ABOUT THE ROLE & TEAM:

As a Team Coordinator your main responsibility is to supervise the day-to-day operations of the service desk during the shift as per the defined operating procedures plus you will be accountable for ensuring that all incidents service requests and changes are handled as per the SITA defined best practices for IT Service Management.

 WHAT YOU WILL DO:

• Organize coverage and activity of the service desk staff to ensure that incidents service requests and changes are handled as per the defined SITA ITSM standard processes.
• Monitor the quality of the calls answered and adjust the shift organization as required including skill set changes in the contact center telephony solution.
• Monitor incident resolution and change request completion as per SLA and follow up with the various resolver groups as appropriate.
• Notify and escalate to the service desk management and to SITA Senior Management as per the defined process for major customer or service outages (P1/Major Incident notification process in particular.
• Coach and assist the service desk agents as needed.
• Participate in agent training in support of the transition of new services or customers.
• Ensure that the actions defined in improvement plans are performed.
• Handle customer complaints and escalations.
• Participate in account performance reviews with service managers or business managers.
• Supervise service desk agents' performance and definition of improvement action plans as appropriate.
• Monitor the activity and performance of a functional group of agents to drive improvements.
• Ensure that customer and product/service documentation is up to date in the knowledge tool and take appropriate actions to have them updated as required.

EXPERIENCE:

• Minimum 3-4 years experience as a Service Desk Agent for Applications Desktop and network services and products.
• Experience in negotiating and managing 3rd Party Suppliers.
• Degree or equivalent experience in Engineering and Computer Technologies is a must.
• ITSM processes and tools for incident service request change and problem management (ITIL Trillium).
• Knowledge of SITA Product Portfolio (and services supported).
• Knowledge of SITA Service Management and Operations Organization.
• Ability to manage shift coverage and organize shift schedule.
• Contact center management system for skill set administration and call answering performance reporting.
• ITSM tool and Business Object reporting for activity and performance monitoring.
• Coaching and staff motivation skills.
• Ability to work under pressure and to prioritize activities.
• Sense of ownership and accountability.
• Ability and motivation to work in rotating shifts including nights weekends and public holidays.
• Excellent customer communication skills both verbal and written in English and other languages as required.

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:

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

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.

🌿 Employee Wellbeing: Employee Assistance Program (EAP) provided by SITA is a yearly free service for practical advice in any part of your life.

🚀 Professional Development: Unleash your potential with our training offers via Coursera!

🌎 Flex-location: Benefit for 30 working days from anywhere around the world each year!

🙌🏽 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.