Job Description

Overview:
WELCOME TO SITA

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.
Ready to redefine air travel? The journey starts here, with you at SITA. ABOUT THE ROLE & TEAM:
We are seeking a highly motivated graduate to join our team as an Incident Management and Reporting Specialist. In this role, you will play a crucial part in ensuring the smooth operation of our IT services by managing incident logs and providing prompt, effective support to both internal and external customers. Additionally, you will handle various Excel and reporting tasks as required to support operational needs. WHAT WILL YOU DO: • Incident Logging and Email Handling: Log incidents received via emails. Respond to customers (Internal and external) emails promptly, providing information and support as needed.
• Ticket Management: Responsible for opening, updating, and closing tickets in the IT Service Management (ITSM) tool.
• Daily Reporting in Excel: Run daily reports in Excel. These reports may include metrics related to incident volume, response times, or other relevant data.
• Quality Checks: Perform basic quality checks to ensure accuracy and adherence to established procedures.
• Dashboard Maintenance: Maintain tool dashboards used by the team.
• Stakeholder Coordination: Coordinate with internal and external stakeholders for various projects and incident management.
• Excel and Reporting Tasks: In addition to daily reporting, handle other Excel-related tasks as required.


Qualifications:
### EXPERIENCE:

• Diploma, Bachelor's degree, i.e technical (BCA, Btech etc) or equivalent in Computer Science or a related field equivalent.
• Excellent problem-solving and critical-thinking skills
• Basic knowledge of computer hardware components and systems
• Strong attention to detail and ability to follow instructions
• Good communication and interpersonal skills
• Ability to work independently and as part of a team.
• Basic knowledge of network hardware, including routers, switches, and firewalls.

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-Locatio n: 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 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.