Premier Helpdesk Analyst

2 weeks ago

Singapore GALILEO ASIA, LLC (SINGAPORE BRANCH) Full time

**What’s Travelport?**

Travelport is a worldwide travel retail platform. Our next-generation marketplace connects buyers and sellers that share our passion for delivering exceptional travel experiences. Unconflicted and independent, we are reinventing a simpler future for travel’s complex ecosystem.

**What does a great Premier Helpdesk Analyst do?**
- Provide Crisis support (Severity 1 & 2) for the full Travelport product range including Smartpoint Galileo, Apollo and Worldspan
- Identify and correctly troubleshoot all problems reported to minimize impact to customers.
- Resolve problems reported by customers globally or refer to correct service provider for rapid resolution within the Travelport escalation procedures
- Create and send Service Alerts to External and Internal Customers describing severity 1 and 2 issues including providing regular updates and workarounds withing published timeframes
- Manage Parent Cases to ensure Children cases are updated or escalated as appropriate
- Enact Travelport BCP plan for major Incidents
- Adhere to resolution/escalation times to minimize the impact to our customers and continually strive for improved performance.
- Report problems via our Incident Management System. Monitor and track these incidents through to valid updates/resolution.
- Assist with identifying trends that can be used to increase customer satisfaction.
- Ownership and commitment to problem resolution for all Critical Issue
- Ensure all calls/incidents are handled promptly, courteously, and accurately and within Travelport Policy.
- Provide coherent and intelligent problem descriptions to enable the incident to be referred to outside suppliers or other teams without further reference.
- Provide back up support to the Premier Helpdesk with all tasks usually completed by that team
- Provide back up support to the Operator Support Helpdesk with all tasks usually completed by that team

**What we look for/who would prosper in this role?**

Experience and Capabilities:

- Previous Crisis Management experience is highly desired
- Calm under pressure with the ability manage stressful outage type situations
- At least 5 years experience in a Level 1 or Level 2 Helpdesk Support or Technical Account Management role within a Travel Agency, GDS, or Airline environment.
- Extensive GDS Knowledge - Galileo preferred but will consider expertise in Apollo and Worldspan
- Ability to develop strong customer relationships through a collaborative, consultative, reliable, and empathetic approach.
- Strong team player with Fluent written and spoken English.

As we evolve and grow as a business, so will you.

You will thrive within an inclusive and diverse workplace where you are encouraged to think differently, and have the courage, confidence & ambition to challenge what’s been done before, and be bold to win

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