Airline IT Service Desk Analyst

Amadeus; Makati; Hybrid; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Hybrid work setup

Job summary

Amadeus Global Customer Care is seeking an IT Service Request Analyst to provide second- and third-level support for Airline IT systems such as Reservation, Inventory, Ticketing, and Departure Control.

You will manage service requests, escalate when needed, and liaise with R&D, Maintenance, and Product Management to implement changes and improvements. Candidates should have ITIL familiarity, 2–3 years in technical support, and knowledge of programming languages.

Qualifications

• Bachelor’s degree in IT, Computer Science, or equivalent professional experience.
• 2–3 years of experience in technical support, incident management, or troubleshooting and resolution.
• Familiarity with ITIL foundations or certification preferred.
• Basic to intermediate knowledge of one or more programming languages (C/C++, Java, Python, SQL).
• Experience in the travel or airline industry is a plus.
• Effective English communication (written and verbal).
• Understanding of IT system architecture, behavior and configuration.
• Amenable to work in a hybrid work setup (2-3 days a week onsite). Location: BGC, Taguig
• Amenable to work on weekends or holidays and extended hours if needed.

Responsibilities

• Respond to customer service requests to acknowledge, review, investigate, and possibly implement.
• Manage service request follow-ups and escalations via all platforms.
• Handle first level escalations.
• Escalate service requests outside the scope of team competencies to 3rd level groups or external providers.
• Liaise with Amadeus R&D, Maintenance, and Product Management for implementation of service requests.
• Follow-up implementation progress with internal and external stakeholders.
• Document and update service requests for customers’ visibility.
• Identify improvements in the process for recommendations to Product Management and Service Design groups.
• Contribute to the knowledge solutions database by creating and updating articles, FAQs, and best practices.
• Share product knowledge with team members and customers.
• Identify improvements in process for service delivery and collaboration.

Skills

English communication

ITIL knowledge

System architecture understanding

Education

Bachelor’s degree in IT/Computer Science or equivalent

Tools

C/C++

Java

Python

SQL

Job description

Amadeus Global Customer Care is seeking an IT Service Request Analyst to provide second- and third-level support for Airline IT systems such as Reservation, Inventory, Ticketing, and Departure Control.

You will manage service requests, escalate when needed, and liaise with R&D, Maintenance, and Product Management to implement changes and improvements. Candidates should have ITIL familiarity, 2–3 years in technical support, and knowledge of programming languages.