Technical Support Analyst

1 week ago

Hayes, Greater London, United Kingdom CHAMP Cargosystems Full time
Overview


CHAMP Cargosystems is one of the world's leading providers of innovative IT logistics solutions to the global air cargo industry.

Headquartered in Luxembourg, we have over 450 employees located in offices in London, Zurich, Manila and Frankfurt, as well as Atlanta, Singapore and Beijing.nOur global Enterprise and IT Solutions business is focused on delivering excellence in IT solutions to our customers.

Primarily located in London, Luxembourg and Manila, we are a diverse team of highly trained team members who pride ourselves in delighting the customer.nWe are currently looking for a Technical Support Analyst to join our team.nReporting to the Technical Support Team Lead, you will be accountable for Incident, Change, Problem & Release management, providing technical analysis to Cargo related products, establish customer relationship and engage with them regularly.


Responsibilities:
nProvide first level support through the effective management of all incoming customer tickets and queries.

This includes, but is not limited to:
nGather all pertinent information from customers to ensure a full understanding of the query and/or issue raisednProvide in-depth analysis including testing, resolution where applicable & updating the customers timelynManage all incoming calls and emailsnScreen, categorize and prioritize the support mailbox for dispatching and coordinating with 2nd and 3rd level support within SLAs using ITSM software toolsnTrack all calls and their statusnEscalate and/or redirect queries and/or issues as required to the appropriate internal team(s) and/or vendor(s)nProvide timely updates to the customer regarding the status of their queries and/or issuesnManage Major Incidents by following major incident management process & communication (customers & internal management)nManage Service Desk tickets following ITIL guidelines as outlined in the Service Desk Call handling procedures or as directed by the Team Lead andnProvide deeper analysis with some assistance from seniors to solve call ticketsnProvide support to customers regarding the problem-solving processesnUpdate customer data and produce activity reportsnCreate Knowledge Base articles and update document repositorynRecommend process & procedure modifications or improvements where requirednAssist GOC members assigned to IT related projects (medium/high profile) under the supervision of the Global Operations Centre ManagementnBuild and maintain relationships with key support teams and assignment groups within CHAMPnGrow personal understanding of CHAMP's portfolio of Products, GOC policies, procedures, and servicesnLiaise and coordinate with all parties involved in the scheduling of configuration updates and new software deploymentsnHas no discretion to vary from established procedures by performing a structured work assignmentnUse existing procedures to solve routine or standard problems

Knowledge, Skills and Abilities:
nKnowledge of ITIL Service ManagementnExcellent customer service skillsnContinues to build knowledge of the organisation, processes, and customersnUse prescribed guidelines or policies to analyze, troubleshoot and resolve complex issuesnReceives a moderate level of guidance and directionnStrong communication skills (verbal and written)nWell-developed time managementnFlexible, dynamic, and creativenWell established organization, multitasking, and prioritization skillsnClearly client-oriented with a strong focus on quality and efficiencynAbility to adapt 9-hour rotating shift schedulenKnowledge of ITIL service desk & tool (ServiceNow, JIRA)nKnowledge of air cargo industry an assetnLanguages: Fluent English (verbal and written); other languages considered an assetnHas conceptual knowledge of fundamental theories, principles, and practices

Education and Experience:
n2+ years of ITIL Service Desk and/or technical operations support experiencenTypically requires a college or university degree or the equivalent work experience


The selected candidate may be subject to the provision of an up-to-date (not older than 3 months) criminal record certificate.

CHAMP Cargosystems is an equal opportunity employer and prohibits discrimination and harassment of any kind.

We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, ethnic background, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.


Please note that any personal data that you submit along with your application will be processed by CHAMP and may be processed by any of its global entities as necessary.

These data will be treated in strict compliance with the applicable data protection legislation (i.e.

the Law of 2 August 2002 on the protection of individuals with regard to the processing of personal data, as amended, and Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016, - the GDPR -, which entered into force on 25 May 2018, as well as any other subsequent regulation).

nFurther details on what is considered personal data, how it is processed by CHAMP as well as your rights in this regard can be found

here

. Any questions relating to this should be addressed to

CHAMP's Data Protection Officer:
nGertrud Hubertyn2, rue Edmond ReuternZone d'Activités "Weiergewan"nL-5326 ConternnLuxembourgnEmail: (Please do not use this email to send job application)nPhone: "

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