SITA Airport Service Desk Training & Hiring Program

Thu, 02/22/2018 - 10:44

We at Al Hussein Technical University (HTU), always try to bridge the gap between the numbers of graduates and their rate of employment in technical fields. To do the same we have formed close partnerships with the pertinent technical industries in Jordan and the region in a mutually beneficial symbiosis.

HTU’s Continued Professional Development (CPD) program was created to equip students and professionals alike with the skills required to advance their careers in the job market.

To make this program operative, HTU through its memorandum of agreement with one of the leading ICT companies -SITA- agreed to jointly work towards the shared objective of contributing to the development of communication information technology through a mutual academic- industrial collaboration system.

We are pleased to launch a new training and hiring program with SITA, who are planning to expand their operations in Amman and expand their existing Service Desk team.

Highlights of the Training Program are:

It is for the graduates in the fields of Computer, Electronics and Telecommunications Engineering.

The aim of the program is to equip the candidates with the service desk operations best practices and high level of airport solutions technical support.

In addition to the applied technical skills, enrolled candidates will be offered a specially-designed English language and soft skills training that will enable them to join SITA’s team and support their customers’ worldwide.

Duration of the program will be 4 weeks and will accommodate 25 students.

ABOUT SITA

SITA is one of the most exciting and advanced industries on earth. Around the world, nearly every passenger flight relies on SITA technology, almost every airport and airline do business with them, and it’s their job to support their operations. As the world's leading air transport IT and communications specialist, they are committed to meeting the demands of the air transport industry around the clock, every day.

Program Modules:

Technical Training “Service Desk Airport Support”:

Description and Objectives:

SITA leads one of the most exciting and advanced industries on earth. Around the world, nearly every passenger flight relies on SITA technology, almost every airport and airline does business with us, and it’s SITA’s job to support their operations. As the world's leading air transport IT and communications specialist, they’re committed to meeting the demands of the air transport industry around the clock, every day.

SITA is planning to expand their operations in Amman and hire 17 Service Desk agents. Within SITA Service Desks, the Service desk agent is responsible to handle, at level 1, the incidents, service requests and change requests (assigned to him/her) which are raised by customers when they face issues with the use of SITA products and services. Those incidents are reported via various media: telephone, e-mails or web portal.

The Service desk agent has the primary responsibility to attempt to resolve the incidents at his/her level and to refer them to the appropriate resolver group while still managing them until resolution. This function requires working in shifts during nights, weekends and public holidays.

The program benefits telecommunication engineering graduates and computer engineering graduates to up-skills them in regard to English, Soft skills, SITA’s Airport system, to enable them to join SITA as a service desk agent.

English Language Training:

Description:

English is generally recognized as the global language of communication especially in business. A proficient understanding of the language is therefore essential to create the ability to build relationships and accomplish tasks as well as perform well in a professional environment. All four skills of speaking, listening, reading, writing as well as vocabulary building, and grammar review will be the focus of this course.

All students will take the Pearson Test at the end of each level of the course to ensure that they have reached the required level. Throughout the course both students and teachers should be fully up to date with progress made by each student so that weaknesses are addressed as soon as they appear. This will maximize the potential for each student to reach the required level by the end of the course.

Learning Objective:

• To enhance the language needed for participants to operate in an international working environment.

• To provide practice for effective conversation especially in the workplace.

• To further develop language fluency through discussion and debate.

• To develop vocabulary building skills.

• To be competent at interviews / give and attend interviews.

• To have the ability to exchange ideas and interact at meetings.

• To have the ability to listen to the points of view of others.

• To express a point of view giving detailed and relevant evidence.

• To experience intercultural aspects of English.

• To gain confidence to use English as a second language.

• To give an effective presentation.

 

Soft Skills Training:

Description:

HTU offers short term soft skills training programs for professionals (currently employed and/ or future candidates). Depending on needs and levels of competencies such programs can range between short and long term. The following program is designed for short term (8 days) immersive training. The program focuses on building the skills of participants in terms of leadership and decision making, effective communication, critical thinking, work ethics, public speaking and presentation and conflict management and resolution. Language of instruction is English.

Program will begin with a pre-assessment of student competencies, and end with a final assessment highlighting strength acquired and remaining weaknesses.

 

Modules and Objectives:

• Leadership and decision making.

• Work ethics and professional conduct.

• Communication Skills.

• Teamwork.

• Dealing with feedback and negative feedback and criticism.

• Critical Thinking.

• Conflict Management and Resolution.