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]