ServiceDesk Coordinator

Position: ServiceDesk Coordinator

Full Time

Department: System Support

Location: Cheltenham

Reports to: Product and Helpdesk Support Manager

Working Hours: Rota basis between 8:30am – 18:00pm

PURPOSE:

To support, administor and troubleshoot all incoming A&K internal user requests, queries and issues.

RESPONSIBILITIES:

To action all user requests into the central service desk system meeting agreed SLAs
To build effective relationships with users and suppliers
To advise all users on the correct processes and best practice.
To ensure administration procedures and policies are fully maintained
Reallocate specific queries to the appropriate department/team
Log all closed requests against a categorisation system for reporting purposes
To record all known solutions to the service desk solution log
Data loading - accurately load data required onto A&Ks reservation system in good timing meeting all SLAs. This is to include for example agent and supplier updates, villa availability, exchange rates, airline information, rule set up, new users, service/package descriptions, regional and event information
To load all data in accordance with the agreed standardisation guidelines
To understand and read supplier contracts
To assist with all general booking related queries
To assist with all loading/supplier/rate queries.
To review, investigate, resolve and log all supplier pricing discrepancies
To test, log and report all system errors to the Product and Helpdesk Support Manager
To advise on or run Travel Studio reports
To monitor request trends and advise where training, workflows or processes are to be reviewed
Air – to action all fare related queries including for example fare rules, group fares and child pricing.
Air – to action all GDS general queries including seating & baggage requests, general GDS and SSR requests, name and schedule changes
Assist in training of new ServiceDesk support team members
Additional duties as required

Communication

To give regular reports of issues and process/workflow concerns to the Product and Helpdesk Support Manager
To log and share information of own operational/system/support knowledge to ensure all team members benefit

General

Make full use of IT in order to ensure maximum efficiency and make recommendations as to future enhancements.
Provide cover for absent colleagues, so service standards and SLAs are not adversely affected.

Standards of Performance

Adhere to hours of work.
Promote a professional impression of A&K
Meet and try to exceed expectations by maintaining accurate and consistent approach to work.
Ensure that your work area is kept clear and tidy to assist with effective organisation throughout the department.

EXPERIENCE & QUALIFICATIONS:

Essential

Be able to demonstrate a high level of accuracy and attention to detail
Have proven problem-solving skills
Experience of working in a busy environment with strong administration and organisational skills
Excellent written and verbal communication skills
Have proven data entry skills, data driven and have a keen eye for detail and accuracy
Ability to prioritise and efficiently complete tasks in detail
Be able to manage own workload

Desirable

Be able to demonstrate a high level of accuracy and attention to detail having ideally worked within an air, ticketing, product, administrator or data loading within the travel industry
Be able to work both as part of a team and/or independently

This Role Profile highlights the key responsibilities but is not intended to be exhaustive.

If you would like to learn more about the position or apply please send your CV, salary expectations and cover letter to: [email protected]