Principal Enterprise Architect at Hiscox responsible for architecture roadmaps and standards. Leading modernization efforts and advising on technology solutions for the organization.
About the role
- Helpdesk Analyst providing advisory and technical support across travel technology products. Seeking candidates with GDS knowledge, especially in Galileo and customer-facing experience.
Responsibilities
- Provide helpdesk support across a broad range of travel technology products, covering both functional and technical topics.
- Manage incidents via multiple support channels, including but not limited to phone, web submissions, chat, and email.
- Identify, analyze, and accurately troubleshoot reported issues to minimize impact on users.
- Resolve issues directly where possible or escalate them to the appropriate internal teams or service providers in line with established escalation procedures.
- Adhere to defined resolution and escalation timelines to ensure high service quality and continuously strive to improve performance.
- Expand product and application knowledge on an ongoing basis to enable fast and effective problem identification and resolution.
- Log, monitor, and track incidents using an incident management system, ensuring timely updates and proper resolution.
- Support the identification of recurring issues and trends to help improve overall service quality and user satisfaction.
- Take ownership of issue resolution for key customers.
- Ensure all interactions are handled promptly, professionally, accurately, and in accordance with internal policies.
- Actively promote available self-service support options where appropriate.
Requirements
- At least 2 years of knowledge of working experience within a travel agency, tour operator or airline environment.
- GDS knowledge – Galileo GDS experience required.
- Candidates with experience in other GDS systems would also be considered.
- Experience with CETS or any other leisure tool is welcome but not required.
- Ability to develop strong customer relationships through a collaborative, consultative, reliable, and empathetic approach.
- Strong team player with excellent German and English communication skills.
Benefits
- Hybrid work model
- Competitive salary with bonus scheme
- Generous holiday allowance plus additional year-end days off
- Medical and life insurance coverage
- Monthly flexible benefits allowance
- Choice of meal vouchers, gift cards, language courses, travel discounts, and more
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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