Tech Help - Service Management Analyst (LV1)

at  Travelopia

COMPANY OVERVIEW

Operating across the globe including Europe, Australia, North America and Canada, Travelopia is passionate about being the best and we pride ourselves on the unique and diverse range of holiday experiences we offer our customers. Our combined businesses are the world’s largest provider of specialist and experiential travel with a range of unique experiences, from private jets, polar expeditions, sailing, ski holidays and more.

ABOUT THE ROLE

The Tech Help - Service Management Analyst LV1 is responsible for providing technical support and guidance to the users of IT services, systems, and applications. The role involves supporting incidents, requests, and problems, and performing procurement and supplier management tasks. The role also contributes to the improvement of service quality and customer satisfaction.

WHAT YOU WILL BE DOING:

• Respond to user queries and issues via phone, email, chat, or self-service portal, following the agreed service levels and procedures.
• Handle significant incidents, change requests, and problems using relevant tools and techniques, and involve higher-level support teams when required.
• Record and Manage Major Incidents, change requests and problems details in the service management system, ensuring accurate and complete information.
• Engage with users and those involved to ensure incidents and requests are resolved and closed, while gathering feedback on the quality of service.
• Identify and report recurring or potential problems and suggest preventive or corrective actions.
• Perform routine maintenance and monitoring tasks, such as checking system status, backups, logs, alerts, etc.
• Participate in service improvement initiatives, such as collecting and analyzing data, identifying trends and gaps, and proposing solutions.
• Stay informed about current technologies, tools, and effective approaches in the IT service management field.