About the Job The role of an IT Support Analyst is to provide high-quality technical support to customers, contributing to customer loyalty and retention. They will work as a second-level service desk for internal and external customers, troubleshooting, investigating, and resolving complex incidents. This position requires strong analytical skills, problem-solving abilities, and excellent communication skills. Main Responsibilities - Acknowledge, investigate, and recover incidents within service levels using knowledgeable solutions. - Respond to customer inquiries regarding Amadeus solutions to ensure highest customer satisfaction. - Troubleshoot client environment using system & network tools to diagnose and/or correct communication problems. - Log customer questions and issues into the problem tracking system tool and assist 3rd level groups with investigation and root cause analysis. - Assist in investigations of serious and critical problems with expert groups to achieve the fastest possible restoration of service. - Activate on-call for escalation of serious and critical problems outside normal working hours. - Provide customers with updates on the status of critical problems. Requirements - Acknowledge, investigate, and recover incidents within service levels using knowledgeable solutions. - Strong analytical skills and problem-solving abilities. - Excellent communication and interpersonal skills. - Maintain up-to-date knowledge of operational standards, help desk methodologies, technical trends, and innovations in the industry. Working Environment The IT Support Analyst will be part of a team that works closely together to provide high-quality technical support to customers. The ideal candidate should have excellent teamwork and collaboration skills.