Technical Support Analyst

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, 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

Our culture and values

We believe happy employees create thriving work environments. With over 500 team members from 32 countries, speaking over 30 languages, CHAMP is a uniquely diverse and welcoming place to work. Our globally minded staff collaborates with clients and vendors worldwide from our offices in London, Zürich, Manila, Atlanta, Singapore, and our Headquarters in the Grand Duchy of Luxembourg.

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Security: the successful candidate will have to comply with CHAMP Security Requirements (including but not limited to CHAMP’s IT Security Policies, especially the ISMS Policy and the Acceptable Use Policy, mandatory courses, confidentiality and data protection, use of company assets, and incident reporting).

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).Please follow the link to the CHAMP Candidates Privacy Notice for further information.