Senior Agent Service Desk-EN

- Ensure shortest possible restoral times possible initiating the timely escalations to specialized Resolver groups inside and outside SITA according to the customer contracts and SLAs and monitoring requirements.

- To proactively detect incidents related to Service Operations services conduct diagnostics provide ownership to ensure resolution of customer incidents

- Reporting and escalating all observed incidents/service requests to proper SITA operational escalation points

- When/where required perform assigned tasks on 24 x 7 shifts basis- Provide a professional support and assistance to SITA customers to understand their issues and open incidents for resolution by the SITA support organization with all the relevant and required information.

- Attempt resolution of incidents at level 1 whenever possible and diagnose possible incident cause for referring incidents to the right resolver group.