Amadeus - Your technology partner
Amadeus.comCountry websites
Media centre   About Amadeus  

Help Desk Support - Airline Departure & Control Systems (DCS)

Job Opportunities
Internship Opportunities
Details
Summary of Responsibilities:

The Amadeus Service Management Center (SMC) acts as 2nd Level Service Desk to support customers using Amadeus Products and Solutions. In some occasions the SMC also acts as 1st level Service Desk. The Amadeus SMC is a single point of contact for incidents, service requests and phone calls. The iposition is responsible for recovering functional and technical incidents and requests; or for escalating them to resolver groups within Amadeus or to third parties involved in the service provided. 


The SMC Airline & Airport IT support group provides support to customers using Amadeus Altea solutions.
 
The position is to support:

Amadeus Altéa Customer Management
Amadeus Altéa Flight Management
 
  • Provide Second Level Help Desk Support to Airline Help Desks. Provide Premium First Level Help Desk Services to Airlines.
  • Act as a primary contact for all functional and technical questions from Amadeus customers' concerning the Amadeus Products and Solutions (functionality, application, interactions between different solution components, etc.) to ensure highest customer satisfaction.
Incident Management
  • Provide functional and technical production support for Airline applications (including analysis of  functionality).
  • Acknowledge, investigate and when possible recover incidents using knowledge solutions to restore service as quickly as possible within the service levels.
  • Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers, and follow-up to minimize customer impact.
  • Effectively provide Amadeus customers with updates on the status of critical problems in order to keep them informed on the progress.
  • Suggest improvements to Knowledge Solutions database in order to facilitate knowledge transfer.

Major Responsibilities:

The Amadeus Service Management Center (SMC) acts as 2nd Level Service Desk to support customers using Amadeus Products and Solutions. In some occasions the SMC also acts as 1st level Service Desk. The Amadeus SMC is a single point of contact for incidents, service requests and phone calls. The position is responsible for recovering functional and technical incidents and requests; or for escalating them to resolver groups within Amadeus or to third parties involved in the service provided. 


The SMC Airline & Airport IT support group provides support to customers using Amadeus Altea solutions.
 
The position is to support:

Amadeus Altéa Customer Management
Amadeus Altéa Flight Management
 
  • Provide Second Level Help Desk Support to Airline Help Desks. Provide Premium First Level Help Desk Services to Airlines.
  • Act as a primary contact for all functional and technical questions from Amadeus customers' concerning the Amadeus Products and Solutions (functionality, application, interactions between different solution components, etc.) to ensure highest customer satisfaction.
Incident Management
  • Provide functional and technical production support for Airline applications (including analysis of  functionality).
  • Acknowledge, investigate and when possible recover incidents using knowledge solutions to restore service as quickly as possible within the service levels.
  • Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers, and follow-up to minimize customer impact.
  • Effectively provide Amadeus customers with updates on the status of critical problems in order to keep them informed on the progress.
  • Suggest improvements to Knowledge Solutions database in order to facilitate knowledge transfer.

Requirements:

  • Experience in a Help Desk environment supporting airline operations related problems or 2 years experience working with Airline check-in, departure, or weight & balance systems.
  • Technical experience related to Airport hardware and software (Kiosks, CUTE) is a plus.
  • Excellent written and verbal English skills (fluency in Portuguese, Spanish, French, or German is a plus).
  • Demonstrated self-starter and quick study. 
  • Advanced computer  skills.
  • Multicultural approach.
  • Change management & flexibility.
  • Customer focus.
  • Excellent communication skills.
  • Strong analytical, problem solving, and decision making skills.
  • Able to work flexible shifts which will include weekends and holidays.
  • Must be able to travel for a period of 4 - 6 weeks for training purposes.
  • Position located in Waltham,MA


return | apply

   Print Print