Premier Helpdesk Analyst

vor 2 Wochen

Wien, Wien, Österreich Travelport Vollzeit

What does a great Premier Helpdesk Analyst do?

  • Provide Helpdesk support of the full Travelport product range on both functional as well as technical issues.
  • Identify and correctly troubleshoot all problems reported to minimize impact to customers.
  • Resolve problems reported by customers locally or refer to correct service provider for rapid resolution within the Travelport escalation procedures.
  • Adhere to resolution/escalation times to minimize the impact to our customers and continually strive for improved performance.
  • Report problems via our Incident Management System. Monitor and track these incidents through to valid updates/resolution.

Key Performance Indicators:

  • Individual
  • Availability to handle inbound support requests (Shift adherence 95%)
  • Customer Satisfaction Survey Scores (9.1 or higher)
  • All cases are handled within the published timeframe (Various KPIs)
  • On Queue performance (70% of your day on queue)
  • Mistaken Escalation Rate (Less than 2%)
  • Quality Audit score (Above 85%)
  • Average Handle Times of cases, calls and chats (Individual targets)
  • Feedback forms received (Less than 2% of total cases handled)

What we look for/who would prosper in this role?

  • At least 1 year experience within a Travel Agent, Airline or other GDS preferred, will consider other roles from within the Travel industry


 Extensive GDS Knowledge
  • Galileo preferred but will consider other GDS
  • Ability to develop strong customer relationships through a collaborative, consultative, reliable, and empathetic approach.
  • Advanced troubleshooting skills or the ability to acquire them quickly
  • Strong team player.
  • Positive and "can do" attitude
  • Able to communicate and write in the Fluent German language.

Our ambition is to hire for potential not just experience, and you're likely to succeed if you:
Are always ready to give it your all and deliver high quality work
Are excited to use your creativity and innovative thinking to try new things
Take responsibility and own your work
Are courageous and ambitious to challenge what's been done before
Have a great command of the English & German.

These are just a few of our employee's favourite benefits/perks
Competitive base salary as of the Austrian Collective agreement 2024 for
employees of service providers in the field of automatic data processing and information technology

Address
Lassallestrasse
7a, 3.Stock,
1020 Wien,
Austria

Interested? We'd love for you to get in touch*

  • Helpdesk-Support-Analyst/-in

    vor 2 Wochen

    Wien, Wien, Österreich beBee Professionals Vollzeit

    Sehr geehrte Damen und Herren,beBee Professionals sucht eine/n Helpdesk-Support-Analyst/-in für unseren Standort in Wien.Der/die Kandidat/in sollte über ein abgeschlossenes Studium in Informatik oder einem verwandten Fach verfügen und über mehrjährige Erfahrung im Bereich Helpdesk-Support verfügen. Er/sie sollte in der Lage sein, technische Probleme zu...

  • Helpdesk-Support-Analyst/-in

    vor 2 Wochen

    Wien, Wien, Österreich beBee Professionals Vollzeit

    Sehr geehrte Damen und Herren,beBee Professionals sucht eine/n Helpdesk-Support-Analyst/-in für unseren Standort in Wien.Der/die Kandidat/in sollte über ein abgeschlossenes Studium in Informatik oder einem verwandten Fach verfügen. Er/sie sollte auch über Erfahrung in der IT-Support-Branche verfügen und über ein gutes Verständnis der IT-Systeme und...

  • Data Analyst

    vor 2 Wochen

    Wien, Wien, Österreich s ServiceCenter GmbH Vollzeit

    **Dienstort***:Wien**Arbeitszeitausmaß***:Vollzeit**Berufsfeld***:Finance / Controlling / Accounting**Unternehmen***:s ServiceCenter GmbHWir sind das Call Center der Erste Bank und Sparkassen, das Kompetenzzentrum für Kundenkontakte aller Art. Ob per Telefon, E-Mail oder Chat - unsere Leistungen reichen vom professionellen 24h-Service bis zum...

  • Premier Helpdesk Analyst

    vor 4 Wochen

    Wien, Österreich Travelport Vollzeit

    **What does a great Premier Helpdesk Analyst do?** - Provide Helpdesk support of the full Travelport product range on both functional as well as technical issues. - Identify and correctly troubleshoot all problems reported to minimize impact to customers. - Resolve problems reported by customers locally or refer to correct service provider for rapid...

  • Data Analyst

    vor 3 Wochen

    Wien, Österreich s ServiceCenter GmbH Vollzeit

    **Dienstort***: Wien **Arbeitszeitausmaß***: Vollzeit **Berufsfeld***: Finance / Controlling / Accounting **Unternehmen***: s ServiceCenter GmbH Wir sind das Call Center der Erste Bank und Sparkassen, das Kompetenzzentrum für Kundenkontakte aller Art. Ob per Telefon, E-Mail oder Chat - unsere Leistungen reichen vom professionellen 24h-Service bis zum...

  • Senior Av Technician

    vor 2 Wochen

    Wien, Österreich Alliance Defending Freedom Vollzeit

    **Everyone says they want to change the world. We're looking for people who actually will.** - ADF International is a faith-based legal advocacy organization that protects fundamental freedoms and promotes the inherent dignity of all people._ Please visit our _career site_ _to view our Statement of Faith and _Doctrinal Distinctives. **Senior AV...