Technical Support Analyst

Reporting to the Technical Support Team Lead, you will be accountable for Incident, Change, Problem & Release management, providing technical analysis to Cargo related products, establish customer relationship and engage with them regularly., 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 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

Education and Experience:

2+ years of ITIL Service Desk and/or technical operations support experience
Typically requires a college or university degree or the equivalent work experience

The selected candidate may be subject to the provision of an up-to-date (not older than 3 months) criminal record certificate.

CHAMP Cargosystems is one of the world's leading providers of innovative IT logistics solutions to the global air cargo industry. Headquartered in Luxembourg, we have over 450 employees located in offices in London, Zurich, Manila and Frankfurt, as well as Atlanta, Singapore and Beijing.

Our global Enterprise and IT Solutions business is focused on delivering excellence in IT solutions to our customers. Primarily located in London, Luxembourg and Manila, we are a diverse team of highly trained team members who pride ourselves in delighting the customer.