Job Title IT Support Analyst External Job Title: IT Support Analyst DCS Position type: Fulltime Location: BOG (hybrid) 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 Airline Support Center (ASC) 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. Summary of the role: 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 Amadeus’ internal and external customers, serving as a Single Point of Contact within the Amadeus Central Organization. It handles troubleshooting, investigating, and resolving complex incidents, liaising with Amadeus Global Operations, and escalating issues to the 3rd level support group. In this role you’ll: 1. Acknowledge, investigate and when possible, recover incidents within service levels using knowledgeable solutions. 2. Respond to Amadeus customers’ questions concerning Amadeus Solutions (functionality, application, interactions between different solution components, etc.) to ensure highest customer satisfaction. 3. Troubleshooting of client environment using system & network tools (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. 4. 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. 5. Assist investigations of serious and critical problems with expert groups with the objective of achieving the fastest possible restoration of service. 6. Activate on-call for escalation of serious and critical problems outside of normal working hours. 7. Provide Amadeus’ customers with updates on the status of critical problems in order to keep them informed on the progress. 8. Build and develop a professional and productive working relationship with Global Operations and Research & Development 3rd level resolver groups, Account Managers, Product managers, Implementation, or external service providers to meet customer expectations regarding the resolution of issues / service requests. 9. 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. About the ideal candidate: · Excellent English verbal and written communication skills with a demonstrated problem-solving ability · Bachelor`s Degree · Experience with Amadeus Airlines Products or in Tourism/Airlines industry at airport set-tings. · Communication & Information gathering- from listening/questioning techniques to delivery of presentations internally as well as towards Amadeus customers. · Capability to investigate cases by correlating application behavior, application logs and con-figuration setup to customer questions. · Accountability, Autonomy and Proactivity, to provide customers with a high level of continuous service and support, while managing priories. · Positive and collaborative attitude, willing to relate and work closely with all stakeholders. · Can effectively adapt to different situations and demands 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. Work Hybrid 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.