IT Support Analyst

Job Title

IT Support Analyst

Position type: IT Support Analyst

Location: Bogota (Hybrid)

Job family: Help Desk

About Your Business Area/Department :

The Amadeus Global Customer Care group provides 2nd and 3rd Level Service Desk to support Amadeus Airline customers using Amadeus Products and Solutions (Reservation, Inventory, Ticketing, Departure control & boarding amongst the others). The Amadeus Service Management Center (SMC) is the single point of contact for incidents, service requests and all contacts for production support issues. We aim at recovering 90% of all non-code related incidents and requests or escalating them to resolver groups within Amadeus or at third parties involved in the service provided.

As a IT Support Analyst, part of our worldwide group dedicated to support, you will be responsible for recovering functional and technical incidents and requests.

Your product expertise will be used to enhance team member skills and knowledge and improve the knowledge solutions database, allowing our customers to faster resolve their issues.

Analysis of production/solution issues will be feedback to the Product Management and Service Design groups to enhance Amadeus products and their associated services.

In this role you'll:

Case Management (for products in scope)

• Acknowledge, investigate and as much possible recover/implement incidents

• Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers

• Provide Amadeus customers with updates on the status of critical problems

• Follow-up internally and externally incident resolution progress, with specific focus on identified cases (supporting account management teams and regional customer care)

• Utilize available resources to provide the right product expertise and handle complex functional and technical issues

• Responsible for follow-up to match customer service level targets

• Handle customers' helpdesk questions via phone calls

• Handle first level escalations

Problem Management

• Provides a single point of contact for specific individual problem taking responsibility for the overall follow-up

• Initiate and if required lead task forces on the analysis of complex business problems, including key technical problems, bringing-in other resources as needed to reach resolution and closure of the problem. (in alignment and cooperation with our Regional Customer Care groups)

Knowledge Management

• Improve or complete existing Knowledge Solutions.

• Enhance team members' knowledge of incumbent's areas of expertise (products, solutions, customer) through contribution to training sessions and documentation

• Keep self-knowledge up to date with latest applications releases, functionalities, customer basis

• Understands, documents and shares toward the internal organization customer business specific

• Contribute to the adoption of Amadeus tools and solutions.

Customer implementations

Represent Amadeus by providing onsite support during customer system migrations

Continual Service Improvement

Work closely with internal and external stakeholders to identify new ways of working and innovation to enhance our performance and/or the customer journey.

About the ideal candidate:

Education

University degree preferred

ITIL Foundation Certification is a plus

Relevant Work Experience

Minimum 2 years' experience with Amadeus Airlines Products or in Tourism/Airlines industry.

Technical Skills

Master usual office tooling suite, preferred.

Capability to install, implement and maintain hard and/or software with the Amadeus IT environment on personal workstation, preferred.

Capability to investigate cases by correlating application behavior, application logs and configuration setup to customer questions

Languages

Fluent English

Listening/Reading: Can understand with ease everything heard or read. Can understand a wide range of demanding, longer texts, and recognize implicit meaning. Can summarize information from different spoken and written sources.

Speaking: Can express him/herself spontaneously, fluently and precisely, differentiating finer shades of meaning even in more complex situations.

Writing: Can produce clear, well-structured, detailed text on complex subjects.

Other

Multicultural approach, responding to our worldwide customer base expectations

Customer centricity: customer and customer satisfaction are the heart of our business

Accountability, Autonomy and Proactivity, to provide customers with a high level of continuous service and support, while managing priorities

Communication & Information gathering: from listening/questioning techniques to delivery of presentations internally as well as towards Amadeus customers

Analytical thinking: Ability to use a methodical step-by-step approach to break down complex problems or processes into their constituents parts, identify causes and effects patterns and analyze problems to arrive to an appropriate solution

Team spirit, transparency & knowledge sharing are part of our culture

What we can offer you:

• Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.

• Hybrid Work Model.

• Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.

• Enter a diverse and inclusive workplace, join one of the world's top travel technology companies and take on a role that impacts millions of travelers around the globe.

Application process:

The application process takes no longer than 10 minutes!

Create your candidate profile, upload your Resume/CV and apply today!

Diversity & Inclusion

We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.