Premier Helpdesk Analyst - English

Travelport is a place of opportunity. It’s our incredible team that makes our company great – our people drive our winning culture.

What’s Travelport?

Travelport is a worldwide travel retail platform that provides easy ways for businesses like airlines, hotels, and car rental companies to connect through personalized content to agencies and travelers. The world is changing, and our industry must change with it. We’re leading the change; we are the change.

We are on a mission to power the future of travel; come join us.

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 omnichannel offerings that include but are not limited to; phone, web submit, chat and email.
• Identify and correctly troubleshoot all problems reported to minimise the impact on customers.
• Resolve problems reported by customers locally or refer to the correct service provider for rapid resolution within the Travelport escalation procedures.
• Adhere to resolution/escalation times to minimise the impact on 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/resolutions.
• Assist with identifying trends that can be used to increase customer satisfaction.
• Ownership and commitment to problem resolution for Premier customers.
• Ensure all calls/incidents are handled promptly, courteously, accurately, and within Travelport policy.
• Provide coherent and intelligent problem descriptions to enable the incident to be referred to outside suppliers or other teams without further reference.
• Promote Travelport self-service options to customers including MyTravelport.

Who we are looking for in this role:

• At least 2 years knowledge of working experience within a travel agency, tour operator or airline environment.
• GDS knowledge – Galileo GDS experience required. Candidates with experience in other GDS systems would also be considered
• Experience with CETS or any other leisure tool is welcome but not required.
• Strong team player with excellent English communication skills
• Ability to develop strong customer relationships through a collaborative, consultative, reliable, and empathetic approach.

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 Language 

These are just a few of our employee’s favourite benefits/perks…

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

*Please note that if your application is progressed, you may be asked to complete a self-recorded video interview, at a time that works best for you. This is your chance to bring your skills & experience to life in your own words and style. Ensure you keep an eye on your junk folder just in case our invitation finds its way there.

We are an equal opportunities employer and will consider all qualified applicants purely on their skills and abilities. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if needed.