Job description
We’re looking for motivated, engaged people to help make everyone’s journeys better.
- Act as First point of contact to the Service Desk / Front all inbound support Calls
- Triage and Diagnose reported faults applying standard fix protocols as required.
- Accurately log incidents and ensure all relevant data is captured.
- Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
- Escalate incidents where a first-time fix is not possible to relevant internal resolver group.
- Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
- Escalate potential service issues initially with Team Leader/Service Desk Manager
- Follow up on calls and chase 3rd party resolvers to meet contractual SLA’s
- Manage Service Desk emails (Governance)
- Finding ways to improve the overall customer experience
- Maintains content within a knowledge-based computer system, through data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps;
- Documents and communicates related IT standard policies and procedures as defined by management;
- Inbound phone calls and emails during an assigned shift in a 7x24x365 global Service Desk;
- Assists on related projects and activities as assigned by management;
- Adherence to time and metric’s tracking.
- Advise management of any issues that need immediate attention or that will affect service levels If you want to be part of a team that helps make travel and culinary memories, join us!