Technical Support Analyst

Our Global Enterprise and IT Solutions business is focused on delivering excellence in IT solutions to our customers. Primarily located in London, Luxembourg and Manila, we are a diverse team of highly trained team members who pride ourselves in delighting the customer.

We are currently looking for a Technical Support Analyst to join our team.

Reporting to the Technical Support Team Lead, you will be accountable for Incident, Change, Problem & Release management, providing technical analysis to Cargo related products, establish customer relationship and engage with them regularly.

Position Type: Permanent

Location: London (Hybrid working environment)

Responsibilities:

• Provide first level support through the effective management of all incoming customer tickets and queries. This includes, but is not limited to:
  • Gather all pertinent information from customers to ensure a full understanding of the query and/or issue raised
  • Provide in-depth analysis including testing, resolution where applicable & updating the customers timely
  • Manage all incoming calls and emails
  • Screen, categorize and prioritize the support mailbox for dispatching and coordinating with 2nd and 3rd level support within SLAs using ITSM software tools
  • Track all calls and their status
  • Escalate and/or redirect queries and/or issues as required to the appropriate internal team(s) and/or vendor(s)
  • Provide timely updates to the customer regarding the status of their queries and/or issues
• Manage Major Incidents by following major incident management process & communication (customers & internal management)
• Manage Service Desk tickets following ITIL guidelines as outlined in the Service Desk Call handling procedures or as directed by the Team Lead and
• Provide deeper analysis with some assistance from seniors to solve call tickets
• Provide support to customers regarding the problem-solving processes
• Update customer data and produce activity reports
• Create Knowledge Base articles and update document repository
• Recommend process & procedure modifications or improvements where required
• Assist GOC members assigned to IT related projects (medium/high profile) under the supervision of the Global Operations Centre Management
• Build and maintain relationships with key support teams and assignment groups within CHAMP
• Grow personal understanding of CHAMP’s portfolio of Products, GOC policies, procedures, and services
• Liaise and coordinate with all parties involved in the scheduling of configuration updates and new software deployments
• Has no discretion to vary from established procedures by performing a structured work assignment
• Use existing procedures to solve routine or standard problems

Knowledge, Skills and Abilities:

• Knowledge of ITIL Service Management
• Excellent customer service skills
• Continues to build knowledge of the organisation, processes, and customers
• Use prescribed guidelines or policies to analyze, troubleshoot and resolve complex issues
• Receives a moderate level of guidance and direction
• Strong communication skills (verbal and written)
• Well-developed time management
• Flexible, dynamic, and creative
• Well established organization, multitasking, and prioritization skills
• Clearly client-oriented with a strong focus on quality and efficiency
• Ability to adapt 9-hour rotating shift schedule
• Knowledge of ITIL service desk & tool (ServiceNow, JIRA)
• Knowledge of air cargo industry an asset
• Languages: Fluent English (verbal and written); other languages considered an asset
• Has conceptual knowledge of fundamental theories, principles, and practices

Education and Experience:

• 2+ years of ITIL Service Desk and/or technical operations support experience
• Typically requires a college or university degree or the equivalent work experience

The selected candidate may be subject to the provision of an up-to-date (not older than 3 months) criminal record certificate.

CHAMP Cargosystems is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, ethnic background, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

Please note that any personal data that you submit along with your application will be processed by CHAMP and may be processed by any of its global entities as necessary. These data will be treated in strict compliance with the applicable data protection legislation (i.e. the Law of 2 August 2002 on the protection of individuals with regard to the processing of personal data, as amended, and Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016, - the GDPR -, which entered into force on 25 May 2018, as well as any other subsequent regulation).

Further details on what is considered personal data, how it is processed by CHAMP as well as your rights in this regard can be found here. Any questions relating to this should be addressed to

CHAMP’s Data Protection Officer:

Gertrud Huberty

2, rue Edmond Reuter

Zone d'Activités "Weiergewan"

L-5326 Contern

Luxembourg

Email:  dpo@champ.aero

Phone: +352 2681 6205”