Job Description

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Overview
WELCOME TO SITA
We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry.
You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with their own unique needs and challenges. Our goal is to find fresh solutions and cutting-edge tech to make their operations run like clockwork. Want to be a part of something big?
Are you ready to love your job? The adventure begins right here, with you, at SITA.
PURPOSE
An Apprentice will be working in a dynamic environment with exposure to various aspects of information technologies tools including, administration, customer service, reporting and network management while gaining hands-on experience, learning from seasoned professionals and mentors and developing technical skills.
KEY RESPONSIBILITIES
-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.
*Primary troubleshooting network connectivity issues, ensuring proper network configurations.

• Readiness to work in rotational (Day and Night) shifts in team that provides 24x7 Support

Qualifications
KNOWLEDGE & SKILLS
- Excellent customer communication skills both verbal and written in English.
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• Knowledge of networking and web standards such as DNS, DHCP, TCP/IP,HTTPS

-Technical awareness in computer systems, software, and hardware.
-Ability to quickly learn new technologies.
-Excellent interpersonal skills, capable of working collaboratively in a team environment.
-Good knowledge of MS office.
-A proactive approach to problem-solving and a willingness to take on new challenges.
PROFESSION COMPETENCIES
- Info Gathering
- Customer Service and Service Excellence Attitude
- Technical Communication and aptitude
CORE COMPETENCIES
- Adhering to Principles & Values
- Communication
- Creating & Innovating
- Customer Focus
- Results Orientation
- Teamwork
EDUCATION & QUALIFICATIONS
-Diploma / Graduate degree with a preference for candidates holding a technical degree (Computer Science Electronic Engineering or equivalent Telecommunications in country qualification)
-Any technical Certification/Exposure to Technologies is desirable