Customer Service Representatives

Customer Service Representative


Service Delivery

Purpose of Job

The Customer Service Representative is responsible for delivering exceptional Tier 1 client support for airport

technology systems provided through multiple suppliers. This role emphasizes IT Service Management (ITSM)

practices, particularly incident management and service request fulfillment, ensuring accurate ticket logging, prioritization, and resolution in line with ITIL best practices. The analyst serves as the first point of contact for Incidents and Service Requests related to airport operational systems, coordinating with both internal teams and external suppliers to ensure timely resolution. Success in this role is measured by consistent service delivery that meets client expectations, supports mission-critical airport operations, and aligns with internal and external SLAs.

Primary Roles & Responsibilities

" Act as the initial point of contact for clients requiring support for airport systems, applications, and infrastructure provided by multiple suppliers.

" Log, categorize, prioritize, and resolve incidents and service requests in accordance with ITIL/ITSM processes, with strong attention to operational impact.

" Perform first-level troubleshooting and resolution; escalating incidents and requests to Tier 2 support or to external suppliers following documented procedures.

" Coordinate with multiple vendors and suppliers, ensuring that escalated issues are tracked, updated, and resolved within agreed contractual SLAs.

" Monitor service desk tickets and ensure timely updates and closure for all assigned cases.

" Document all actions taken, resolution details, and supplier interactions to maintain accurate records and knowledge sharing.

" Support Problem Management efforts by identifying recurring issues, contributing to root cause analysis, and recommending supplier or internal process improvements.

" Collaborate closely with suppliers, internal IT teams, and airport system owners to ensure seamless handoffs and effective incident communication.

" Maintain awareness of airport operational priorities, ensuring that incidents with potential to disrupt critical services are escalated appropriately.

" Contribute to the development and maintenance of knowledge base articles, SOPs, and escalation guides for airport systems.

" Continuously develop technical and ITSM expertise through training and professional development, with a focus on multi-supplier service integration.

" Perform other duties as assigned by management.

If you mean "what are these times in 12 hour (AM/PM) format :


- Morning: 6:45 AM 3:15 PM


- Evening: 2:45 PM 11:15 PM


- Night: 10:45 PM 7:15 AM

What the schedule shows (noting the times given):


- Each shift runs 8 hours 30 minutes (8.5 hours).


- The three shifts provide continuous 24 hour coverage.


- There is a 30 minute overlap between shifts for handover:


- Morning and Evening overlap 2:45 PM 3:15 PM


- Evening and Night overlap 10:45 PM 11:15 PM


- Night and Morning overlap 6:45 AM 7:15 AM