Maintenance & Support Analyst

Flight Centre Travel Group
Queensland
Industry : Travel Agent or Tour Operator
Sector : Travel Agent (Retail/Leisure)
Type : Full time

Job Description

Job Purpose
The Maintenance and Support Team’s purpose is to ensure our operational teams have dedicated experts to help them and their customers get the most out of the tools they use. 
This role is in place to provide maintenance and support for all Corporate Technology applications.
The role requires strong communication and stakeholder management skills, as they will be required to ensure that our people and customers are always informed of progress on their support related issues.
Responsibilities
Application Support
Maintains application support processes, and checks that all requests for support are dealt with according to agreed procedures
Customer Service Support
Acts as the contact point for all cases received via phone, chat and via the case queue
Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution
Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate
Consultancy
Takes responsibility for understanding client requirements, collecting data, delivering analysis and problem resolution
Identifies, evaluates and recommends options, implementing if required
Collaborates with, and facilitates stakeholder groups, as part of formal or informal consultancy agreements
Seeks to fully address client needs, enhancing the capabilities and effectiveness of client personnel, by ensuring that proposed solutions are properly understood and appropriately exploited
Specialist Advice
Actively maintains knowledge in one or more identifiable specialisms
Provides detailed and specific advice regarding the application of their specialism(s) to the organisation’s planning and operations
Recognises and identifies the boundaries of their own specialist knowledge
Collaborates with other specialists, where appropriate, to ensure advice given is appropriate to the needs of the organisation
Incident Management
Prioritises and diagnoses incidents according to agreed procedures
Investigates causes of incidents and seeks resolution
Escalates unresolved incidents
Facilitates recovery, following resolution of incidents
Documents and closes resolved incidents according to agreed procedures
Sales Support
Provides customer service, including technical advice and guidance on all matters bearing on the successful use of complex products and services
Helps customers to clarify their requirements and documents the conclusions reached
Service Level Management
Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information
Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions
Database Administration
Assists in database support activities
Skills and Experience
Previous call centre/travel industry experience is essential
Previous corporate travel manager/IT support desk experience desirable
Strong analytical and problem-solving skills
Attention to detail and accuracy in completing tasks
Outstanding written and verbal skills are required
Professional and respectful in dealing with stakeholders
Ability to build trust in relationships
End-to-end understanding of accounting processes and their application is desirable
Outstanding time management and organisational skills applied to managing workload, deadlines and deliverables
Ability to plan and prioritise own work and set clearly defined objectives
Ability to work under pressure
Outstanding customer service skills, preferably in a customer facing role
An understanding of Flight Centre Travel Group’s corporate brands, including Corporate Traveller, FCM and Stage and Screen and cievents
Applications supported by Corporate Systems Support may include but not limited to: Amadeus/Galileo/Sabre (GDS), Concur, Lumina Portal, Serko, Tramada
About the benefits:
Travel discounts, health and wellness discounts
Leadership programs and further education
Giving bank & volunteer leave 
Employee share scheme


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