AIT IT Support Analyst

Job description

Join us and shape the future of travel

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

We work at the heart of the global travel industry.  Amadeus offers you the opportunity to learn and grow and drive your own progression in an exciting and multicultural environment.

Our people are driven by a passion for 'Where next?' If you want to shape your career and the future of travel, Amadeus is the place for you.

Summary of the role
The Service Management Centre (SMC) acts as the 2nd Level Service Desk to support Amadeus’ internal and external customers who use Amadeus Products and Solutions. The Amadeus SMC is a Single Point of Contact, within the Amadeus Central Organization, for investigating and resolving more complex Incidents, Service Requests, Amadeus Global Operations liaison and handling phone calls.

The role’s main responsibility is to provide high quality specialized functional and consulting services with the objective of ensuring our clients can be consistently profitable on Amadeus, and therefore being the main contributor to customer loyalty, highest possible account retention and positive account development. The candidate serves as an investigative functional and technical engineer and as an escalation to other 3nd level staff. The candidate is specifically responsible for overseeing incidents in tandem with GOS (Global Operation Services), recovering incidents and requests in accordance with the terms of the customer contract and Service Level Agreements (SLAs); or for escalating them to resolver groups within Amadeus or to third parties involved in the service provided. The role’s advanced level product expertise and advanced communications and decision making skills will be used to liaise closely with team members, Research & Development, Product Management, and Service Design groups.

Main responsibilities

Provide proactive monitoring, and consulting services to preempt problems within Amadeus solutions, gather own evidence, investigate, and create incident records to resolve the problems before the customer is aware.

Respond to Amadeus customers’ questions concerning Amadeus Products and Solutions (functionality, application, interactions between different solution components, etc.) to ensure highest customer satisfaction.

Analyze, diagnose and correct problems within defined service levels using the appropriate skills and tools, focusing on superior quality, and ensuring highest possible first contact resolution to ensure fastest recovery of service and highest customer satisfation.

Troubleshooting of client environment using system & network tools (GoToAssist, PING, TRACERT, LOGS) to help diagnose and/or correct communication problems for those products that are reliant on specific protocols, ports and network settings that may affect the applications behavior.

Log all customer questions and issues into the problem tracking system tool, and assist 3rd level groups with investigation and identifying root cause of problem.

Coordinate investigation of serious and critical problems with expert groups with the objective of achieving fastest possible restoration of service.

Provide Amadeus’ customers with updates on the status of critical problems in order to keep them informed on the progress.

Consult on notifications to Amadeus Senior Management, Product Marketing, and external clients on all problems having a critical impact. Notifications are in writing and require the need to explain technical issues in non-technical terms.

Provide out-of-hours services to manage client needs (migration, support).

Escalate the resolution of appropriate issues to 3rd level groups.

Build and develop a professional and productive working relationship with Global Operations and Research & Development 3rd level resolver groups, Account Managers, Product Managers, Implementation, Global operations and Research & Development 3rd level resolver groups within Amadeus; or external service providers to meet customer expectations regarding the resolution of issues / service requests.

Requirements

At least (2) years of experience within an Airline or GDS Help Desk Position; or equivalent related experience with Altea Reservations (replace with the relevant application for your department).

Good understanding of the Tourism and Travel Business and Amadeus.

Understanding of the business impact to clients of incidents.

At least (2) years of experience with Altea preferred

Exposure to working within agile methodology

Education

Degree in IT or computer science; or 2 year vocational degree in IT; or relevant work experience

Certification on IT Systems, ITIL Foundations Certification preferred

Strong IT background as programmer / support person

Computing:

Ability to read, write and interpret XML, EDIFACT and HTML is a must

Have familiarity with programming languages such as VB, C++, Java

Any duplication and display of partial or full content of our job advertisement on any support, such as brochures, websites, mail, emails, this list is not exhaustive, is strictly forbidden without prior formal Amadeus’ authorisation. 

Recruitment agencies: Amadeus does not accept agency resumes. Please do not forward resumes to our jobs alias, Amadeus employees or any other company location. Amadeus is not responsible for any fees related to unsolicited resumes. 

Amadeus strives to achieve outstanding results through a diverse workforce. Our employees represent over 123 nationalities. We welcome and embrace individual differences to bring out the brilliance in ourselves, our customers and each other. We are proud to be an equal opportunity employer.