Job description

Do you have experience working within the travel industry? Are you technically minded, & driven to provide excellent customer service? Then you are the person we are looking for!

Miki Travel are looking for individuals who are passionate about travel and motivated to join a growing organisation.

Our office in the City of London offers a multicultural environment and employs people with a diverse range of experience.

We bring incoming tourists from Japan to Europe, more recently expanding into incoming tours from South East Asia to Europe, and the provision of wholesale hotel accommodation and related online products.

Job Purpose

We are currently seeking to recruit an IT Support Analyst within our eBusiness Operations Department, to be part of the growing eBusiness Client Support Team which provides outstanding technical and functional support to our customers, suppliers and Miki Travel offices worldwide.

The position is based at Miki Travel’s main London office. Occasional travel may be required.

Main Responsibilities

• Ability to work in a pressurised environment
• Provision of IT (eBusiness) Support for Miki Travel clients and offices mainly using helpdesk software, email or IM (Skype). Additional support by phone or face-to-face may be required
• Investigation and resolution of IT issues related to Miki Travel’s eBusiness, which will include
  • Miki Travel’s online booking websites
  • XML B2B interface
  • Applications utilised by Miki Travel
• Maintenance of Help Desk records and the recording of all changes
• Maintain and create documentation for the IT Support repository
• Work closely with IT Support staff in the UK and Bangkok
• Suggest and implement improvements to IT Support processes and systems
• Daily handover of work to ensure a smooth transition between time zone cover periods
• Escalation of any relevant problems/issues raised during the day
• To be able to prioritise workloads on an on-going basis
• Ensuring the company maintains a good relationship with its clients
• Contribute to and promote the implementation of Service Level Agreements (SLA’s)
• Promoting a business partnership with other departments within Miki Travel Ltd
• Responsible for the quality of the work produced in line with Miki Travel’s quality procedures
• Responsible for ensuring that remedial action is taken when and as necessary
• Complete personal development plans, appraisals, agreeing key result areas with the eBusiness Support Manager
• Responsible for ensuring that all escalation processes are fully complied with
• Adhere to and enforce Miki Travel’s company procedures and policies

Job Ref
IT SUPPORT ANALYST1

Department
e-Business Systems

Location
London

Type of Employment
PERMANENT