A great opportunity for the position of Service Delivery Support Agent has now become available working for one of the UK's largest and most successful travel management companies. This service and support role is the perfect opportunity to use your technological experience to develop and progress in business travel.
DETAILED JOB DESCRIPTION:
The Service Delivery Support desk's primary function is to provide a single contact-point for the service and support of Travel agent facing technology solutions and ICT infrastructure services to the employee base of the UK/IE. The main responsibility of a Service Delivery Support Agent is to respond to 1st level technical and product support enquiries; logging, diagnosing, tracking, and resolving 1st level tasks within the agreed service level agreement (SLA).
The Service Delivery Support Agent will provide 1st line service and support to a consistently high quality standard within the following areas:
Agent facing front office applications such as:
- 1st level general, process, scripting support and trouble shooting of Point of Sale Applications; Profile Tool, Mid-office, GDS and 3rd party tools
- GDS and system connectivity (Sabre, Galileo and Amadeus)
- Back-Office system maintenance and support
- Product applications and virtual machines daily maintenance and support
- User Set up and maintenance - GDS, Back-office & Point of Sale tools
- Logging and escalation to 2nd level support of Product and Service Delivery requests not undertaken at 1st Line level
EXPERIENCE REQUIRED:
- Exposure to ITIL standards and procedures
- Experience of Service desk systems and software
- Comprehensive and up to date knowledge of MS Office products and Windows operating system
- Administration level knowledge of Microsoft Active Directory
- Experience of MIMEsweeper application or similar
- Experience of administering website access policy systems e.g. Websense
- Up-to-date PC and laptop hardware knowledge, such as commonly used business hardware components.
- LAN / WAN - An understanding of and exposure to corporate networking components - Remote VPN connectivity, TCP\IP, PC routing and PC networking diagnosis tools
- An awareness of virtualisation technology, e.g. VMWare
- Ideally good business travel experience with good knowledge of business travel systems and operational procedures
- Ideally good knowledge in the technical support of at least one GDS system and exposure to others; primarily Sabre, Amadeus and Galileo
- Ideally knowledge of travel front office, automation and back office systems
- Strong analytical and problem solving skills, with experience of problem resolution in a service environment
- Strong customer service skills, including experience of providing effective telephone support to remote users
- Strong written and verbal communication skills
- Flexible attitude and ability to work under pressure
THE PACKAGE:
A competitive salary is available for this position, along with the opportunity to develop with one of the most sought after names in corporate travel.
INTERESTED?:
To apply for this exciting opportunity, please call Adele Mayhew on (phone number removed) or click 'Apply Now' below and follow our easy to view instructions.
This job expired on 02/03/2012
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