Online Helpdesk Consultant

2 weeks ago

Derby, United Kingdom Capita Full time

Purpose of the role:
Co-ordination of online support activities, working with all members of the Implementation and Operations Team, internally and with external customers to support our online solutions.

Administration and supporting of the online tools for new and existing customers together with development projects associated with online and back office systems, such as our Online Travel tools, Profile tool and other online solutions as required. These online tools will include all products which are rail, air, hotels, car hire, taxi solution and M&E.

**Job title**:
Online Helpdesk Consultant

**What you’ll be doing**:

- Actioning any online support queries into the team in regard to the booking tools and escalating any errors internally with Implementation Teams/ IT department
- Monitoring a support inbox and investigating potential bugs in the system.
- Answering questions from users on how to use/navigate the system
- Managing online systems and providing online customer support
- Setting up adhoc new user logins in the online products and removing leavers
- Monitoring error reports and fixing the issues as they arise
- Working with the Implementation Teams to support in the effective migration and/or go live of customers to new systems or products
- Managing new change requests for customers who are in BAU
- Support in the upkeep of internal customer reference documents - Customer Matrix etc
- To support colleagues and team manager in ensuring the highest level of service is offered at all time
- To communicate in a professional manner at all times both internally and externally
- Managing and updating validation uploads into all systems such as Insight, Evolvi, Marrs.
- Managing profile updates in both the GDS and online booking tools
- Updating Air fares into the GDS
- Managing administration within the online products
- Managing the client database admin Helplines via Marrs
- Responsible for updating all data feeds including setting up all starters/removing leavers and managing changes in all the online booking systems for multiple clients
- Managing travel alerts across the business
- Working with Implementation prior to a new online account going live and testing all aspects of the online tools before sign off into the Online Helpdesk team
- Conducting online training to new and existing customers via webex conference call and road shows where required
- Testing of new online products and solutions
- Support of any other new products provided to our customers, as required
- Managing the VIBE error queue, and ensuring all bookings are passed over to operations in a timely manner. All error messages are thoroughly investigated.

**What we’re looking for**:
**Essential**:

- Computer literacy required, proficient user of Microsoft office systems
- Knowledge of at least one GDS, preferably Amadeus and Evolvi
- Experience of the Corporate travel industry

**Desired**:

- Online support knowledge
- Booking of Flights in a GDS and ticketing
- Excel knowledge to include V - look up tables

**About Agiito**:
At Agiito, we’re developing smarter ways of working for the future. We’re helping travellers, bookers and organisations think and choose better ways to travel, work and collaborate. Our talented team of have helped the National Grid to organise a sustainable Family Fun day and reduced business travel costs for Burgess Salmon. Join us and discover better as you help organisations to change the way they travel and meet.

**What’s in it for you**:

- A competitive basic salary
- 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
- Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks and plenty more
- Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

**What we hope you’ll do next**:
To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

**Equal Opportunities**

**Location**:
Derby
,

United Kingdom

**Time Type**:
Full time

**Contract Type**:
Permanent

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