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SITA Logo SITA · IT - Administration

Associate Specialist Service Operations (Service Desk)

Canada, Montreal · Job Posted January 16, 2026
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Job Description

Our ServiceDesk in Montreal is a key pillar in enabling our customer to maximize the use of our solutions that contribute to a greener, more sustainable aviation through the enablement of flight and air traffic optimization. Reporting to the Regional Manager of the ServiceDesk, the Associate Specialist Service Operations is overall responsible for the execution of Standard Operating Procedures related to ITIL Processes such as Incident Management and Request Fulfillment. You will interact with the various functions within SITA FOR AIRCRAFT such as Engineering & Technology, Customer Service, and Operations as well as other colleagues across the company, located in 20+ countries.

Job Responsibility

  • Execute Standard Operating Procedures related to the management of incidents and requests. Emphasis will be placed on the management of standard/documented incident management such as those related to our global VHF network or basic requests
  • Maintain accurate logs, incident reports and provide comprehensive updates to stakeholders
  • Document all actions in accordance with standard company policies and procedures
  • Collaborate with vendors and service providers, such as Field Representatives, to address incidents, ensuring effective communication and prompt resolution
  • Use various tools to monitor, remediate and manage any ticket assigned

Requirements

  • Proven experience in telecommunications in large scale
  • Proven experience in a customer service role, preferably in a technical support or service desk environment
  • Commitment to continuous learning and staying updated with industry trends and best practices
  • Fluent in English - verbal and written communication skills
  • Customer service orientation with the ability to communicate technical topics
  • Strong time management and multitasking abilities to handle multiple customer inquiries simultaneously in a fast-paced environment
  • Ability to work in a shift-based schedule, including weekends and holidays, to provide 24/7 coverage
  • Strong documentation skills to accurately record customer interactions and resolutions
  • Ability to work both independently and collaboratively in a team-oriented environment
  • Adaptability, resilience, and a positive attitude towards handling challenging customer situations

Nice to have

  • High school diploma or equivalent with additional technical certifications or a degree in a related field is a plus
  • Experience in Air Transport is a plus
  • Troubleshooting and problem-solving skills to diagnose and resolve technical issues effectively
  • ITIL V4 Foundation certificate and experience working with ServiceNow is a plus

What we offer

  • Flex Week: Work from home up to 2 days/week (depending on your team's needs)
  • Flex Day: Make your workday suit your life and plans
  • Flex-Location: Take up to 30 days a year to work from any location in the world
  • Employee Wellbeing: Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year
  • Champion Health - a personalized platform that supports a range of wellbeing needs
  • Professional Development: Level up your skills with our training platforms, including LinkedIn Learning
  • Competitive Benefits: Competitive benefits that make sense with both your local market and employment status
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