Helpdesk Support

6 months ago

Ellesmere Port, United Kingdom Travel Innovation Group Full time

**Role**:Helpdesk Support - Travel Systems
**Reports to**: Technical Helpdesk Team Lead
**Contract**:Permanent
**Salary**:£24,000 - £27,000 + bonus and additional benefits

**About the Travel Innovation Group**

As renowned travel industry heavyweights (if we do say so ourselves), the Travel Innovation Group offer a wealth of unique services via our three companies; Lime, Aviate and Calrom.

So, what exactly do we do? We began with our bespoke tech which provides market-leading flight booking systems for the world's leading airlines to the travel trade to book the world’s most recognisable travel brands. Our service is legendary in the industry (for all the right reasons) and thanks to this foundation, our growth continues to skyrocket with new, exciting products launching regularly, from cruise packages to luxury hotel booking services. What can we say - we’ve always been innovators at heart

While we now have offices, people and partners across the globe, the hub of the action remains at our thriving Cheshire Oaks (UK) HQ and we’re looking for exceptional talent to join us, to succeed with us and to grow with us.

**You’ll want to know about the department that our role is in**

Our Systems team are the gateway between our client facing brands and our development company Calrom. Responsible for coordinating bug fixes, test plans, system releases; they ensure both our bespoke travel systems and integrations are running seamlessly.

The department operates flexibly between the hours of 08:00 and 19:00, Monday to Friday. The breakdown of your normal hours of work will be by agreement with your manager.

**The role**:

- The core focus of this role will be to work within a Level 1 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.
- Be a committed, enthusiastic, and supportive team member.
- Be aware of company’s goals and aims and strive to achieve at every opportunity.
- Deliver an efficient and professional service to TIG’s internal and external customers.
- Attend and contribute in a positive and objective manner at team meetings or any relevant departmental/company meetings.
- Compile accurate business letters/reports as required.
- Acknowledge correspondence within set standards and timescales.
- Assist other departments when and where necessary to ensure business continuity and minimum standard performance.
- Maintain systems to ensure quality control.
- Strive to continuously improve the quality (presentation, accuracy, and coverage) of information relevant to the business.
- Aim to “self-learn / develop” skills and understanding of industry practices, procedures and policies that would impact on Aviate.
- Knowledge of net airline fares & rules (desirable, but training will be provided).
- Knowledge of groups airfares & rules (desirable, but training will be provided).
- Booking & Pricing via GDS (desirable, but training will be provided).
- Comfortable reading XML requests and responses (desirable, but training will be provided).
- Commercially astute with a strong customer service ethic.
- Knowledge of Outlook, Excel & Word.
- High levels of accuracy.
- Prioritising and time-management.

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

**Salary**: £24,000.00-£27,000.00 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

Ability to commute/relocate:

- Ellesmere Port, CH65 9HQ: reliably commute or plan to relocate before starting work (required)

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