Air India SATS Airport Services Private Limited (AISATS)
Website:
aisats.in
Company:
https://www.linkedin.com/company/air-india-sats
Seniority: Associate
Industries: Airlines and Aviation
Job details:
ABOUT AIR INDIA SATS AIRPORT SERVICES PRIVATE LIMITED
AISATS, a leading gateway services provider in India, is a 50-50 joint venture between Air India Limited (a part of the TATA Group) and SATS Ltd., one of the world’s largest providers of air cargo handling services and Asia’s leading airline caterer. ‘AISATS’ is defined by its people – they are our greatest strength. Their commitment to seamless delivery and customer delight is what enables us to fulfil our brand promise of service excellence. This has been the hallmark of our business for more than a decade. With deep domain knowledge of the aviation ecosystem, we offer end-to-end ground handling services such as passenger and baggage handling, ramp handling, aircraft interior cleaning, load control and flight operations, and cargo handling services for general, perishable, transshipment, express courier and special cargo.
Job Title – Technology Support Executive
Department: Information Technology
Location: Mumbai
Reporting To: Head of Department
About the Role
The Technology Support Executive is responsible for managing centralized IT helpdesk operations, providing Level 1 remote technical support, and coordinating technical activities across multiple stations in a distributed operational environment. The role ensures timely ticket logging, assignment, follow-up, closure, SLA adherence, dashboard maintenance, purchase requisition tracking, invoice coordination, and smooth communication between central technology teams and station-wise technical SPOCs.
Key Responsibilities
Central Helpdesk Management
- Manage centralized IT helpdesk operations and act as the first point of contact for incoming IT support requests.
- Monitor tickets and service requests received through approved channels such as phone, email, chat, or ticketing systems.
- Ensure all requests are logged, categorized, prioritized, tracked, and updated accurately in the ticketing system.
Level 1 Remote Support
- Provide first-level remote technical support for end-user issues related to desktops, laptops, printers, Microsoft 365 applications, connectivity, user access, and standard enterprise applications.
- Perform initial troubleshooting, issue diagnosis, and resolution using remote support tools and standard operating procedures.
- Escalate unresolved or complex issues to the appropriate station SPOC, infrastructure, application, or security support team.
Ticket Assignment & Coordination
- Assign tickets and service requests to the respective station-wise technical SPOCs based on location, priority, and issue category.
- Coordinate with station teams to ensure timely action, status updates, and resolution of assigned tickets.
- Ensure proper prioritization, routing, and escalation of requests in line with operational urgency and defined SLA requirements.
Follow-up & Closure Management
- Track all open tickets until closure and ensure regular follow-up with station teams, users, vendors, and stakeholders.
- Validate ticket updates, closure remarks, and resolution quality before marking requests as closed.
- Monitor SLA compliance and highlight delays, repeated issues, or pending dependencies to the reporting manager.
Dashboard & Reporting Management
- Maintain centralized dashboards for ticket tracking, SLA compliance, pending requests, resolution efficiency, and station-wise support performance.
- Generate periodic reports for management review, including open tickets, aging tickets, escalations, SLA breaches, and closure trends.
- Maintain accurate support records, issue logs, and operational documentation for audit and reporting purposes.
Purchase Requisition Management – Pan India
- Manage IT purchase requisitions centrally across stations and ensure timely coordination with station SPOCs for requirements, approvals, and supporting documents.
- Track requisition status from initiation to approval and closure, ensuring proper documentation and follow-up.
- Coordinate with procurement, finance, vendors, and internal stakeholders for smooth processing of IT-related requirements.
Invoice Tracking & Budget Monitoring
- Track IT invoices centrally across all stations and ensure coordination for validation, approvals, and closure.
- Monitor and report spend versus budget for assigned IT operational activities.
- Coordinate with finance, procurement, vendors, and station teams to resolve invoice discrepancies and pending documentation.
Multi-Location Coordination
- Act as the central coordination point between corporate technology teams and station-wise technical SPOCs.
- Support station teams in operational troubleshooting, follow-ups, documentation, and escalation management.
- Ensure clear communication, timely updates, and smooth coordination across multiple locations.
Skills & Qualifications
- Bachelor’s degree or diploma in Computer Science, Information Technology, Electronics, or a related field; equivalent experience may also be considered.
- Basic understanding of IT infrastructure, end-user computing, networking concepts, and enterprise applications.
- Experience with helpdesk/ticketing systems, SLA tracking, and incident or service request management.
- Working knowledge of Windows operating systems, Microsoft 365 applications, Outlook, Teams, OneDrive, and remote troubleshooting tools.
- Proficiency in Excel and basic dashboard/reporting tools such as Power BI or similar platforms.
- Exposure to procurement coordination, invoice tracking, documentation, or budget monitoring will be an added advantage.
- ITIL Foundation, Microsoft, or relevant helpdesk certifications are preferred but not mandatory.
Key Competencies
- Strong coordination, follow-up, and stakeholder management skills.
- Good verbal and written communication skills with a customer-focused approach.
- Ability to prioritize tickets, manage multiple follow-ups, and work in an SLA-driven environment.
- Attention to detail in ticket updates, dashboards, reports, requisitions, invoices, and documentation.
- Ownership, accountability, and proactive approach to issue resolution.
- Ability to work effectively with central teams, station teams, vendors, procurement, and finance stakeholders.
- Adaptability to support a multi-location operational environment with changing priorities.
Work Environment / Scope
- Centralized technology support role covering multiple stations across India.
- Primary focus on remote L1 support, ticket coordination, SLA follow-up, dashboard reporting, purchase requisition tracking, invoice follow-up, and operational coordination.
- Requires regular interaction with end users, station SPOCs, vendors, procurement, finance, and central IT teams.
- May require support during extended business hours, rotational support windows, or urgent operational situations based on business requirements.
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