Level 1 Helpdesk

7 days ago

Ellesmere Port, United Kingdom Travel Innovation Group Full time

**Role: Level 1 Helpdesk - Travel Systems**

**Reports to: Technical Help Desk Team Lead**

**Shift patter**n: Shift basis between 8:00am - 4.30pm and 9:00am-5.30pm Monday - Friday**

**Contract: Permanent**

**Salary: £19,000.00-£24,000.00 DOE**

Travel Innovation Group consists of three complimentary companies, Lime, Calrom and Aviate. Our mission is to become the employer of choice offering our highly talented team an array of benefits which include a company bonus scheme, a flexible holiday policy allowing buying and selling of additional days and a comprehensive health and wellbeing programme.

Our portfolio of innovative products and service solutions aid businesses from travel organisers to airlines, from singular fare services to full business process outsourcing - and plenty in between. Multiple new roles have become available for Level 1 Technical Help Desk Support due to the success and growth of the group.

**Main overview and core functions of the job 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.

**Key objectives**:

- Be the first point of contact for these customers when they require any 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.
- Answer any general questions from customers about our products.
- Understand customer businesses and how they use our products.
- 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.
- Document processes and FAQs.
- Produce user guides.

**Tasks & Responsibilities **(_These include, but are not limited to)_**:

- Investigate all queries to see if we can provide a fix or answer.
- Triage issues to the relevant department if we are unable to answer a query or provide a fix ourselves.
- Follow issues through to resolution in conjunction with various departments.
- Communicate updates, answers and fixes to customers as required.
- To carry out User Acceptance Testing plans created as required.
- Suggest practical improvements to processes.
- Look to increase online documentation and self-help system usage.

**General**
- Be a committed, enthusiastic, and supportive team member.
- Be aware of company and teams’ goals, aims and SLA’s and strive to achieve at every opportunity.
- Deliver an efficient and professional service to customers.
- Attend and contribute in a positive and objective manner at team meetings or any relevant departmental/company meetings.
- Compile accurate business communications and 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.
- Strive to continuously improve the quality (presentation, accuracy, and coverage) of information relevant to the product.
- Aim to “self-learn / develop” skills and understanding of industry practices, procedures and policies that would impact on the team.

**Key Skills**:
1. Knowledge of net airline fares & rules (desirable, but training will be provided).

2. Knowledge of groups airfares & rules (desirable, but training will be provided).

3. Booking & Pricing via GDS (desirable, but training will be provided).

4. Comfortable reading XML requests and responses (desirable, but training will be provided).

5. Commercially astute.

6. Strong customer service ethic.

7. Knowledge of Outlook, Excel & Word.

8. High levels of accuracy.

9. Prioritising and time-management.

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

**Salary**: £19,000.00-£24,000.00 per year

Additional pay:

- Bonus scheme
- Yearly bonus

**Benefits**:

- Additional leave
- Company events
- Company pension
- On-site parking
- Referral programme
- Sick pay
- Wellness programmes
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

**Education**:

- A-Level or equivalent (required)

**Experience**:

- IT Support: 1 year (required)
- Customer service: 1 year (preferred)

Reference ID: Level 1 Helpdesk - Travel Systems

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