Airline IT Support Analyst (Departure Control Systems: Check in, Kiosk, Baggage)

Amadeus; Taguig; Sur place; PHP 480 000 - 680 000; Plein temps

Avantages offerts par ce poste

Global DNA

Learning opportunities

Flexible working model

Diversity and inclusion

Rewards package

Résumé du poste

Amadeus is seeking an Airline IT Support Analyst for Departure Control Systems (Check in, Kiosk, Baggage) to join the Airline Resolution Center. You will monitor incidents, respond to customer questions, and collaborate with 3rd level groups to resolve complex issues, while supporting key accounts with timely updates.

The role requires 3+ years of related experience, strong English communication, and the ability to learn Amadeus products and system interactions to respond accurately to customer

Qualifications

• 3 years or more experience within an Airline Help Desk position or equivalent Amadeus Departure Control Systems experience.
• Good English verbal and written communication skills.
• Ability to learn Amadeus products, solutions, and system interactions to respond accurately to customer questions.

Responsabilités

• Provide proactive monitoring and incident records to resolve problems before customers notice.
• Respond to customer questions about Amadeus Solutions to ensure satisfaction.
• Diagnose and troubleshoot problems using system and network tools to restore services quickly.
• Coordinate investigation of serious issues with expert groups to achieve fast restoration of service.
• Provide account management for key customers, manage escalations and update customers regularly.
• Activate on-call support for outside-hours escalations.
• Provide updates on incident status and proactive measures taken.
• Develop detailed knowledge of applications and contribute to knowledge base improvements.

Connaissances

Airline Help Desk experience

English communication

Learn Amadeus products

Outils

GoToAssist

PING

TRACERT

Incident tracking system

Description du poste

Airline IT Support Analyst (Departure Control Systems: Check in, Kiosk, Baggage)

The Amadeus Airline Resolution Center acts as the 2nd Level Service Desk to support Amadeus' internal and external customers who use Amadeus Solutions. The Amadeus Airline Support Center is a Single Point of Contact, within the Amadeus Central Organization, for troubleshooting, investigating and resolving more complex Incidents, Service Requests, Amadeus Global Operations liaison and handling phone calls. The in-cumbent serves as an investigative functional and technical engineer and as an escalation to other 3rd level group.

Key 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 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 satisfaction. 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 including research and development.
• Coordinate investigation of serious and critical problems with expert groups with the objective of achieving fastest possible restoration of service.
• Provide Account Management services to key accounts to ensure their incidents have continuous follow up until resolution, handle on demand escalations, and conduct customer meetings to keep customer up to date on their incidents and proactive measurements taken.
• Activate on-call for escalation of serious and critical problems outside of normal working hours.
• Provide Amadeus' customers with updates on the status of critical problems in order to keep them informed on the progress.
• Provide out-of-hours services to manage client needs (migration, support).
• Escalate the resolution of appropriate issues to 3rd level groups.
• Develop a detailed functional knowledge of specific applications.
• Analyze existing Knowledge Solutions to known problems and suggest improvements as necessary. Create missing solutions in order to facilitate knowledge transfer.

About The Ideal Candidate

• 3 years or more experience within an Airline Help Desk position; or equivalent related experience with Amadeus Departure Control Systems (Airport Check in, Kiosk, Baggage), Reservations, Fares and Pricing and Ticketing.
• Good English verbal and written communication skills with a demonstrated problem-solving ability
• Ability to learn Amadeus products, solutions, and system interactions to respond accurately to customer questions.

What We Can Offer You

• A critical mission and purpose - At Amadeus, you'll power the future of travel with a critical mission and extraordinary purpose.
• A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
• Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, from on-the-job training to formal activities, and daily interactions.
• A caring environment - Amadeus fosters a caring environment that supports both professional growth and personal well-being.
• A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits.
• A flexible working model - Embrace our flexible working model, enabling you to excel wherever and however you work best.
• A diverse, and inclusive community - We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.
• A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience. Amadeus is an equal opportunity employer and committed to an accessible recruitment process. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation,age, beliefs, disability or any other characteristics protected by law.