Operations Support Analyst

1 day ago


Hayes, Greater London, United Kingdom CHAMP Cargosystems Full time
Job Profile:

Cargo Operations Analyst

About Our Company:

CHAMP Cargosystems is a leading provider of innovative IT logistics solutions to the global air cargo industry.

About the Role:

You will be responsible for delivering technical services to our customers, managing incidents, changes, problems, and releases, and establishing customer relationships.

Key Responsibilities:

  • Customer Support: Provide first-level support to customers, manage all incoming tickets and queries, and update customers timely.
  • Support Coordination: Dispatch and coordinate with 2nd and 3rd level support within SLAs using ITSM software tools.
  • Status Updates: Track calls and status, escalate and/or redirect queries and/or issues as required to the appropriate internal team(s) and/or vendor(s).
  • Incident Management: Follow major incident management process & communication (customers & internal management).
  • Reporting: Update customer data and produce activity reports, create Knowledge Base articles, and update document repository.

Requirements:

  • Service Management: Excellent customer service skills, building knowledge of the organisation, processes, and customers.
  • Communication: Strong verbal and written communication skills, time management, flexibility, and organization.
  • Qualifications: 2+ years of ITIL Service Desk and/or technical operations support experience, typically requiring a college or university degree or equivalent work experience.

Salary Range:

A competitive salary, $65,000 - $85,000, depending on location and experience.

Work Environment:

We are 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.


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