Travelfusion
Technical Triage Analyst
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The Company
Travelfusion is the world's largest travel B2B content aggregator for low cost airline flights powering the ability to search and book these flights on leading online, business and leisure travel agents websites, mobile sites and call centres worldwide. The business also offers a wide range of full service airlines, hotels and rail companies in its platform. In addition Travelfusion has developed a range of payments services, TFPay, which manages payments and reconciliations for millions of air tickets. We are a dynamic SaaS technology company, rapidly growing profitable business with 230 employees based in London, Shanghai and Thessaloniki.
The Role
The Technical Triage Analyst position will involve providing analysis and technical support to end-users. This role requires strong technical knowledge and the ability to quickly diagnose and resolve common problems.
Key Responsibilities
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Initial Assessment And Triage
- Receiving and logging user requests, determining the severity of issues, and classifying them for appropriate resolution.
Problem Resolution
- Troubleshooting and resolving IT issues, ranging from basic hardware or software problems to more complex issues that may require escalation.
Escalation
- Identifying and escalating issues to more specialised technical teams when necessary.
Knowledge Management
- Maintaining and updating knowledge bases, FAQs, and internal documentation to improve self-help and reduce future support requests.
Communication
- Providing clear and concise communication to end-users, keeping them informed of progress, and ensuring a positive support experience.
Documentation
- Maintaining detailed records of incidents, resolutions, and escalations within the ticketing system, ensuring accurate and timely information.
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Service Level Agreement (SLA) Adherence
- Ensuring that support requests are addressed within the agreed-upon SLAs, which may include response times and resolution times.
Technical Skills Requirement
- Proficiency in computer hardware and software, operating systems, networking and other relevant IT technologies.
- Ability to diagnose and resolve technical problems effectively and efficiently.
- Excellent communication when interacting with end-users.
- Ability to analyse problems, identify root causes, and implement effective solutions.
- Excellent written and verbal communication skills for interacting with both end-users and technical teams.
- Ability to prioritise tasks effectively and manage time efficiently to meet SLAs and deadlines.
- Experience in development in various programming languages (mostly Java) is desirable in order to perform your duties efficiently.
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