Premier Helpdesk Analyst

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.

• Manage incidents from our omni-channel offerings that include but are not limited to; Phone, Web Submit, Chat and Email.

• 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.

• Continuously increase Travelport application knowledge to rapidly identify and resolve problems reported.

• 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, ,
1020 Wien,
 Austria