IT Support Analyst
Amadeus IT Group SA
Barranquilla; Colombia
hace 2 días

Summary of the role

The Service Management Centre (SMC) acts as a Single Point of Contact for Amadeus’ internal and external customers who use Amadeus Products and Solutions, and is responsible for investigating and resolving more complex Incidents, Service Requests, Amadeus Global Operations liaison and handling phone calls.

The incumbent serves as an investigative functional and technical. 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 incumbent 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.

    These advanced skills will also enhance team member's own skills as well as knowledge, and improve the Knowledge solutions database.

    Analysis of Product / solution issues will be fed back to the Research & Development, Product Management and Service Design groups, to enhance Amadeus’ products and their associated services.

    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 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.

  • Identify pro-actively service improvement needs whether in the area of knowledge needs at customer side, self-service potentials and software / process improvement ideas and provide corresponding solutions and ideas.
  • Coordinate investigation of serious and critical problems with expert groups with the objective of achieving fastest possible restoration of service.
  • Provide pro-active 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.
  • 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).
  • 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. Provide Amadeus’ customers with updates on the status of critical problems in order to keep them informed on the progress

  • Develop a detailed functional knowledge of specific applications plus a broad knowledge of system architecture, processing and system assumptions.
  • Maintain an up to date knowledge of operational standards, help desk methodologies, technical trends and innovations in the industry.

  • Analyze existing Knowledge Solutions to known problems and suggest improvements as necessary. Create missing solutions in order to facilitate knowledge transfer.
  • 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
  • Relevant work experience

  • 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.
  • 2 years of experience with Altea
  • Business understanding

    General knowledge of Amadeus fundamentals : history, business, offer, strategy, technology and organization.

    2+ years of experience with Amadeus technology, and knowledge of how the applications are integrated with one another to create a successful end to end solution for our customers.

    Working knowledge of Amadeus products and solutions.

    Our diversity commitment : equality, diversity and inclusion are part of who we are. We’re committed to equal opportunities and treatment regardless of age, ethnicity, gender, beliefs, sexual orientation or disability.

    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.

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