Job Description

Summary of the Role The main responsibility of the Airline IT Support Analyst is to provide high quality specialized functional and consulting services with the objective of ensuring our clients can be consistently profitable on Amadeus, and therefore being the main contributor to customer loyalty, highest possible account retention and positive account development. The Service Management Centre acts as the 2nd Level Service Desk to support Amadeus’ internal and external customers who use Amadeus Solutions. The Amadeus Service Management Centre is a Single Point of Contact, within the Amadeus Central Organization, for troubleshooting, investigating and resolving more complex Incidents, Service Requests, Amadeus Global Operations liaison and handling phone calls. The incumbent serves as an investigative functional and technical engineer and as an escalation to other 3rd level group.
In this role, you'll:

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  Provide proactive monitoring, and consulting services to preempt problems within Amadeus solutions, gather own evidence, investigate, and create incident records to resolve the problems before the customer is aware.
• Respond to Amadeus customers’ questions concerning Amadeus Solutions (functionality, application, interactions between different solution components, etc.) to ensure highest customer satisfaction.
• Analyze, diagnose and correct problems within defined service levels using the appropriate skills and tools, focusing on superior quality, and ensuring highest possible first contact resolution to ensure fastest recovery of service and highest customer satisfaction.
• Troubleshooting of client environment using system & network tools (GoToAssist, PING, TRACERT, LOGS) to help diagnose and/or correct communication problems for those products that are reliant on specific protocols, ports and network settings that may affect the applications behavior.
• Log all customer questions and issues into the problem tracking system tool, and assist 3rd level groups with investigation and identifying root cause of problem.
• Coordinate investigation of serious and critical problems with expert groups with the objective of achieving fastest possible restoration of service.
• Provide Account Management services to key accounts to ensure their incidents have continuous follow up until resolution, handle on demand escalations, and conduct customer meetings to keep customer up to date on their incidents and proactive measurements taken.
• Activate on-call for escalation of serious and critical problems outside of normal working hours.
• Provide Amadeus’ customers with updates on the status of critical problems in order to keep them informed on the progress.
• Consult on notifications to Amadeus Senior Management, Product Marketing, and external clients on all problems having a critical impact. Notifications are in writing and require the need to explain technical issues in non-technical terms.
• Provide out-of-hours services to manage client needs (migration, support).
• Escalate the resolution of appropriate issues to 3rd level groups.
• Build and develop a professional and productive working relationship with Global Operations and Research & Development 3rd level resolver groups, Account Managers, Product Managers, Implementation, Global operations and Research & Development 3rd level resolver groups within Amadeus; or external service providers to meet customer expectations regarding the resolution of issues / service requests.
• Provide Amadeus’ customers with updates on the status of critical problems in order to keep them informed on the progress
• Develop a detailed functional knowledge of specific applications plus a broad knowledge of system architecture, processing and system assumptions. Maintain an up to date knowledge of operational standards, help desk methodologies, technical trends and innovations in the industry.
• Analyze existing Knowledge Solutions to known problems and suggest improvements as necessary. Create missing solutions in order to facilitate knowledge transfer.

• Bachelor`s Degree in any 4 year course
• 2 years of experience within an Airline or GDS Help Desk Position; or equivalent related experience with Amadeus Reservations, Fares and Pricing and Ticketing
• Good understanding of the Tourism and Travel Business and Amadeus. Understanding of the business impact to clients of incidents
• 2 years of experience with Altea solutions (preferred)
• Excellent English verbal and written communication skills with a demonstrated problem-solving ability
• General knowledge of Amadeus fundamentals: history, business, offer, strategy, technology and organization

• 2+ years of experience with Amadeus technology, and knowledge of how the applications are in-tegrated with one another to create a successful end to end solution for our customers.
• Working knowledge of Amadeus solutions