Help Desk Analyst

Your role in action:

Provide Helpdesk support of the full product range on both functional as well as technical issues. Managing incidents from our omnichannel offerings that include but are not limited to; phone, web submit, chat and email.

Identify and correctly troubleshoot all problems reported to minimize the impact on customers. Resolve problems reported by customers locally or refer to the correct service provider for rapid resolution within the escalation procedures.

Adhere to resolution/escalation times to minimize the impact on our customers and continually strive for improved performance. Continuously increase application knowledge to rapidly identify and resolve problems reported.

Report problems via our Incident Management System. Monitor and track these incidents through to valid updates/resolutions. Assist with identifying trends that can be used to increase customer satisfaction.

Ownership and commitment to problem resolution for Premier customers. Ensure all calls/incidents are handled promptly, courteously, accurately, and within client policy. Promote self-service options to customers.

Could this be you?

At least 2 years of knowledge of working experience within a travel agency, tour operator or airline environment. GDS knowledge – Galileo GDS experience required. Candidates with experience in other GDS systems would also be considered.

Experience with CETS or any other leisure tool is welcome but not required.

Ability to develop strong customer relationships through a collaborative, consultative, reliable, and empathetic approach. Strong team player with excellent English communication skills.