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Responsibilities
The main responsibility of the Airline IT Support Analyst is to provide high-quality specialized functional and technical support for customers, contributing to customer loyalty, account retention, and positive account development. The Airline Support Centre acts as the 2nd Level Service Desk for internal and external customers, serving as a single point of contact within our Central Organization. It manages troubleshooting, investigation, and resolution of complex incidents, liaises with Global Operations, and escalates issues to the 3rd level support group.
In this role you will:
* Acknowledge, investigate, and when possible, resolve incidents within service levels using available solutions.
* Respond to customer questions regarding solutions (functionality, application, interactions between solution components, etc.) to ensure high customer satisfaction.
* Troubleshoot client environments using system and network tools (PING, TRACERT, LOGS) to diagnose and correct communication problems affecting application behavior.
* Log all customer questions and issues into the problem tracking system tool and assist 3rd level groups with investigation and root cause identification.
* Assist in investigations of serious and critical problems with expert groups to achieve the fastest possible restoration of service.
* Activate on-call support for escalation of serious and critical problems outside normal working hours.
* Provide customers with updates on the status of critical problems to keep them informed of progress.
* Build and maintain professional and productive relationships with Global Operations, Research & Development 3rd level resolver groups, Account Managers, Product Managers, Implementation teams, and external service providers to meet expectations for issue and service request resolution.
* Develop detailed functional knowledge of specific applications and broad knowledge of system architecture, processing, and system assumptions.
* Maintain up-to-date knowledge of operational standards, help desk methodologies, technical trends, and industry innovations.
About the ideal candidate:
* Excellent English verbal and written communication skills with proven problem-solving ability.
* Bachelor’s degree.
* Experience with Airline Products or in the Tourism/Airlines industry at airport settings.
* Ability to gather and communicate information effectively, including listening, questioning techniques, and delivering presentations internally and to customers.
* Capability to investigate cases by correlating application behavior, application logs, and configuration setup to customer questions.
* Accountability, autonomy, and proactivity to provide customers with continuous service and support while managing priorities.
* Positive and collaborative attitude, able to work closely with stakeholders.
* Flexibility to adapt to different situations and demands.
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