Helpdesk Support

5 months ago

Ellesmere Port, United Kingdom Travel Innovation Group Full time

**Role**:Helpdesk Support - Travel Systems
**Reports to**: Technical Helpdesk Team Lead
**Contract**:Permanent
**Shift pattern**:Monday - Friday on a rota basis between the hours of 08:00 - 16:30, 09:00 - 17:30 and 10:30 - 19:00
**Salary**:£25,000 - £28,000 + bonus and additional benefits

**About us and the department this role sits in**:
We’re the foundation brand bringing together our three companies, Lime, Calrom & Aviate, all with unique services to the travel trade. This position sits in Lime & Aviate - here’s a little more on each brand’s speciality:

- Lime are the British Airways experts, providing the airline’s best fares to the travel industry with a number of unique benefits.
- Aviate was founded in 2009 with the purpose of offering the best flight content to tour operators. They now encompass multiple brands with a broad offering, all with their customers in mind.

This role sits within our team of Systems experts who act as the gateway between our client facing brands and our development company Calrom. We’re responsible for coordinating bug fixes, test plans, system releases and ensuring that our bespoke travel systems and partner integrations are running seamlessly.

**The role**:
The core focus of this role will be to work within a Help Desk (Software support), providing quality service to our airline and travel trade customers, as well as other teams within the business internally.

**Tasks & responsibilities include**:

- Deliver high quality System updates and enhancements through detailed QA testing.
- Be the first point of contact for customers when they require any systems assistance.
- Investigate queries from customers during their usage of our systems.
- Investigate technical queries and problems, including working with XML and JSON files.
- Investigate fare and pricing related queries.
- Triage issues to the relevant department if we are unable to answer a query or provide a fix ourselves.
- Answer any general questions from customers about our products.
- Understand customer businesses and how they use our products.
- Follow issues through to resolution in conjunction with various departments.
- Communicate updates, answers and fixes to customers as required.
- Investigate and escalate any reports of outages and down time.
- Assist in User Acceptance Testing (UAT) of new functionality, fixes, and version upgrades.
- Liaise with system development teams, product owners and other relevant teams.
- Contribute to knowledge base comments and articles to further internal and external knowledge transfer.
- Look to increase online documentation and self-help system usage.
- Produce user guides & deliver training.
- Are a committed, enthusiastic, and supportive team member.
- Deliver an efficient and professional service to TIG’s internal and external customers.
- Maintain systems to ensure quality control.
- Aim to “self-learn / develop” skills and understanding of industry practices, procedures and policies that would impact on Aviate.
- Have knowledge of net airline fares & rules (desirable, but training will be provided).
- Have knowledge of groups airfares & rules (desirable, but training will be provided).
- Booking & Pricing via GDS (desirable, but training will be provided).
- Are comfortable reading XML requests and responses (desirable, but training will be provided).
- Are commercially astute with a strong customer service ethic.
- Knowledge of Outlook, Excel & Word.
- Have high levels of accuracy, prioritising and time-management.

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00-£28,000.00 per year

**Benefits**:

- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
- Work from home

Schedule:

- 8 hour shift
- Holidays
- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Yearly bonus

Work Location: Hybrid remote

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