Expires soon Amadeus Group

Airport IT Support Analyst

  • Manila (Capital District)
  • Administration

Job description

If you could change one thing about travel, what would it be? At Amadeus, you can make that happen!

Travel makes the world a better place and we are fully dedicated to improving it and making it even more rewarding. We are one of the world’s top 15 software companies: we provide technology solutions and services within the travel industry.

Do you have ideas on how to improve travel for everyone? Do you find the idea of working in a diverse, multicultural environment exciting? Are you ready to make an impact across the world? Great, then join us! Let’s shape the future of travel together. #shapethefutureoftravel@Amadeus

Amadeus is growing in the Airport IT domain, which represents a significant potential for diversification and company growth. The mission of the Amadeus Customer Service (ACS) Airport IT team is to design, develop and deliver innovative customer service solutions, from documentation and training through to customer support.

An airport's IT infrastructure covers multiple applications to manage flights, fixed & mobile resources, public and private displays of information, and many other hardware and software solutions to optimise critical activities.

You will discover: the hidden face of an airport; the huge complexity to handle ground operations when thousands of people are synchronized through complex processes; the challenges for the airport's IT department; the key improvements we design, in close partnership with our customers.

Overview of Responsibilities

Amadeus Airport IT solutions and services encompass all airport activities, from terminal and ramp operations to flight management and passenger processing. The Amadeus airport portfolio is a complete suite of next generation IT solutions that are based on solid technology foundations including software-as-a-service.

You will discover the hidden face of an airport, the huge complexity to handle ground operations when thousands of persons are synchronized through complex processes, the challenges for IT, and the key improvements we will design, in close partnership with our customers.

The role of the Amadeus Customer Service (ACS) Airport IT team is to design and develop innovative customer service solutions, and deliver those solutions to Airport IT launch customer, with a special objective on creating self-service and multi-channel solutions in support and learning.

The successful candidate is a skilled customer support analyst who sees the importance in developing and applying user-friendly, cost effective customer support services that are relevant to the needs of the customer. You will be responsible for managing and resolving incidents and issues, delivering training to customers and will be liaising and escalating effectively with the complete service chain from end-user to third level support. Being a member of the dynamic and motivated ACS Airport IT team, you will work closely with the Amadeus service management centres, product development, multiple support levels, and customers.

Major Responsibilities

· Provide remote support for IT systems and networks, including system upgrades and hardware configuration
· Respond to customer questions concerning Amadeus Airport IT Products and Solutions
· Apply proactive problem management and anticipate potential incidents
· Take ownership of customer issues from acknowledgement through to resolution, facilitating investigation and problem solving to ensure that issues are progressed and resolved in defined time frames
· Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers and follow-up to ensure resolution. Undertaking validation on resolutions to ensure that issues have actually been resolved
· Provide Amadeus customers with updates on the status of issues
· Collate errors and resolutions relating to Airport IT products and update trouble shooting documentation
· Identify functional and technical trouble shooting scenarios, error messages incidents related to Airport IT products, and create and implement corresponding knowledge solutions
· Document service recovery and workaround solutions
· Contribute to the service design phase
· Develop, source, disseminate and leverage customer support service solution knowledge
· Deliver functional and support training to internal staff and customers
· Classify knowledge solution from the user perspective
· Ensure that the support environment is properly configured and data updated prior to roll-out of new or adapted services.
· Review and create support related processes and procedures.
· Work with the ACS project team applying a ‘collaboration first’ approach in being jointly responsible for the design, development and delivery of harmonized ACS service solutions
· Deliver internal and customer training
· Provide onsite support during customer implementations

Requirements

· Degree in IT, Computer Science or equivalent
· Experience in in supporting and remote troubleshooting desktop PC, peripherals, network connections, hardware configuration etc.
Excellent technical aptitude
· Certification on IT Systems, ITIL Fundamentals and V2ITIL V3 a plus
· Strong command of spoken and written English, other languages are an advantage
· Must be able to write concisely
· Analytical, methodical, structured and rigorous
· Excellent organization skills
· Ability to work with and communicate effectively across regional cultures
· Able to work on multiple projects simultaneously and adjust to changing requirements
· Work within a team and adapt to any situation easily
· Willing to work shifts, weekends and holidays

The posting of vacancies and the treatment of applications are, in each Amadeus location, subject to national law and possible collective agreements with local staff representation. Internal Mobility policies vary from office to office, please check with your local HR representative the requirements and policy in place. E.g. a minimum time on position or Line Manager approval may be requested.

Amadeus is proud to be a diverse and inclusive employer, embracing equality of opportunity, fairness, respect and dignity for all its employees. We at Amadeus treat all employees equally regardless of gender, gender identity, sexual orientation, ethnic or national origin, culture, belief, disability or age and we see this diversity as a strong asset in today’s complex, global, and interconnected world.

Our diversity commitment: equality, diversity and inclusion are part of who we are. We’re committed to equal opportunities and treatment regardless of age, ethnicity, gender, beliefs, sexual orientation or disability.

Our diversity commitment: equality, diversity and inclusion are part of who we are. We’re committed to equal opportunities and treatment regardless of age, ethnicity, gender, beliefs, sexual orientation or disability.

Make every future a success.
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