Associate Technician Field Ops

Overview

At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.

You’ll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting‑edge tech to keep operations running like clockwork. We don't just move the world forward-we're proud to be recognized as a Great Place to Work
® by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.

Are you ready to love your job?

The adventure begins right here, with you, at SITA.

The ITSM and SLA Management role is a junior-level position focused on the operational execution and monitoring of IT service tickets and SLAs at Malta International Airport. Reporting to the Governance, Project Management & Quality Manager, the role involves daily management of service tickets using Fresh Service and Service Gateway, coordinating follow‑ups with responsible teams, and ensuring timely resolution and closure of incidents and requests.

The role supports adherence to ITSM processes and contributes to maintaining high standards of service quality and accountability

Ticket Management and Follow‑Up

• Monitor incoming service tickets via Fresh Service and Service Gateway platforms.
• Assign and elevate tickets appropriately based on priority and impact.
• Follow up with technical teams to ensure timely resolution and closure of tickets.
• Maintain ticket hygiene by ensuring accurate categorisation, documentation, and status updates.

Service Coordination and Support

• Act as a liaison between end-users and technical teams to facilitate smooth communication.
• Identify delayed or at‑risk tickets and elevate as needed to prevent SLA breaches.
• Provide reminders and support to teams on pending actions and service requests.

SLA Monitoring and Reporting

• Track ticket resolution times and SLA compliance on a daily basis.
• Assist in the preparation of regular reports and dashboards on service performance.
• Highlight recurring issues and ticket trends to the Governance Manager for review.

Process Compliance and Documentation

• Ensure ticket handling follows established ITSM processes and standards.
• Maintain and update operational documentation related to ticket workflows.
• Support audits by ensuring ticket records are complete and compliant.

Qualifications

• 1–2 years of experience in IT support, service desk, or similar administrative role
• Familiarity with ITSM tools such as Fresh Service and ticketing systems
• Understanding of basic IT support workflows and service management concepts

• Strong attention to detail and organisational skills
• Good communication and coordination abilities
• Proactive and diligent follow‑up habits
• Ability to work independently and elevate appropriately
• Customer‑oriented approach and basic technical literacy

• Diploma or degree in IT, Business Administration, or related field

We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We’re really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it’s like to join our team and take a step closer to your best life ever.

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.

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