IT Support Analyst ALL CVs MUST BE SUBMITTED IN ENGLISH
About the Business Area/Department:
The Amadeus Global Customer Care group provides 2nd and 3rd Level Service Desk to support Amadeus Airline customers using Amadeus Products and Solutions (Reservation, Inventory, Ticketing, Departure control & boarding amongst the others). The Amadeus Airline Support Center (ASC) is the single point of contact for incidents, service requests and all contacts for production support issues. We aim at recovering 90% of all non-code related incidents and requests or escalating them to resolver groups within Amadeus or at third parties involved in the service provided.
Summary of the role:
The main responsibility of the Airline IT Support Analyst is to provide high-quality specialized functional and technical support for customers, contributing to customer loyalty, account retention, and positive account development. The Airline Support Centre acts as the 2nd Level Service Desk for Amadeus’ internal and external customers,
serving as a Single Point of Contact within the Amadeus Central Organization. It handles troubleshooting, investigating, and resolving complex incidents, liaising with Amadeus Integral Operations, and escalating issues to the 3rd level support group.
In this role you’ll:
• Acknowledge, investigate and when possible, recover incidents within service levels using knowledgeable solutions.
• Respond to Amadeus customers’ questions concerning Amadeus Solutions (functionality, application, interactions between different solution components, etc.) to ensure highest customer satisfaction.
• Troubleshooting of client environment using system & network tools (PING, TRACERT, LOGS) to help diagnose and/or correct communication problems for those products that are reliant on specific protocols, ports and network settings that may affect the applications behavior.
• Log all customer questions and issues into the problem tracking system tool and assist 3rd level gro
📌 IT Support Analyst (Bogotá)
🏢 Amadeus
📍 Bogotá
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