Hybrid Premier Helpdesk Analyst, German

at Infotree Global Solutions

• Job title: Premier Helpdesk Analyst, German
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Bucharest, Romania

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