Global IT Helpdesk

Job description

Shaping the future of travel is important to us at Amadeus. Today, with technology getting smarter by the minute, that future is more exciting than ever.

Our business success relies on our people being always passionate about what we do. We believe in aiming for excellence, taking responsibility, working together and putting our customers first.

We encourage you to be part of new and exciting projects and for you to take the lead when it comes to your progression.

Since mobility allows you and Amadeus to grow, we always look internally first when searching for candidate.

Summary of the role

The Service Management Centre (SMC) acts as 2nd Level Service Desk to support Amadeus customers using Amadeus Products and Solutions. The Amadeus SMC is a Single Point of Contact for Incidents, Service Requests and phone calls. The incumbent is specifically responsible recovering technical and IT relatedIncidents and Requests or escalating them to resolver groups. His/her product expertise will be used to improve the Knowledge Solutions database.

Main responsibilities

· The primary responsibility is to provide secondary level support and respond to all Amadeus customers inquiries concerning the Amadeus solutions in the area of application and interaction between different solution components. TheGlobal IT Helpdeskmust follow the correct guidelines available in e-Support to enable him/her to acknowledge, investigate and if possible recover the incident with the target service level acknowledgment and targets. He or she should be knowledgeable to determine the correct group that he or she will involve as the parallel investigators for both internal and external providers if needed. Regular chasing and follow up should be performed in order to facilitate the incident resolution.

· High capacity to manage the different incidents depending on the severity of the cases handled. Respect the criticality namely Severity 1 to 4. For the Severity 1 or Critical cases, he or she must update the incident on a regular basis in order to ensure that the customer is updated about the latest status of the incident. He or she must provide operational support to their respective Team Leaders and comply with all the requests and duties given to them.

· Pro-activeness in improving and creating knowledge solutions in the e-Support. Identify the need of a support document, create and discuss with your Team Leader as needed. Participate in all the sessions delivered by Service Design and Implementation (SDI) , R&D or any other external or internal groups delivering support and troubleshooting sessions for Service Management Centre. Give your comments, suggestions and recommendations.

· Support various solution installations and updates as well as database configurations. Must do all possible to stay updated in terms of all the changes within the Amadeus solution environment. If required and needed he or she will provide onsite customer visit to various Amadeus Commercial Organization and other providers to provide cutover support or troubleshooting sessions.

Requirements

· Minimum 2 years in online travel website - IT department with customer services
· Strong industry and travel ITknowledge
· Previous customer contact experience combined with telephone service skills
· Solid PC and operating systems experience
· Network knowledge
· Fluent in English

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