IT Support Analyst

Job Title IT Support Analyst (External Job Title: IT Support Analyst DCS) – Full‑time, BOG (hybrid). Location Bogotá, D.C., Capital District, Colombia About the Business Area The Amadeus Global Customer Care group provides 2nd and 3rd Level Service Desk support for Amadeus Airline customers using Amadeus Products and Solutions (Reservation, Inventory, Ticketing, Departure Control & boarding among others). The Amadeus Airline Support Center (ASC) is the single point of contact for incidents, service requests and all production support issues. We aim to recover 90% of all non‑code related incidents and requests or to escalated them to resolver groups within Amadeus or third parties. Summary of the Role The Airline IT Support Analyst delivers high‑quality specialized functional and technical support for customers, contributing to customer loyalty, account retention and positive account development. Acting as the 2nd Level Service Desk for Amadeus’ internal and external customers, the analyst troubleshoots, investigates and resolves complex incidents, liaises with Amadeus Global Operations and escalates issues to the 3rd level support group. Key Responsibilities Acknowledge, investigate and recover incidents within service levels using knowledgeable solutions. Respond to Amadeus customers’ questions concerning Amadeus Solutions (functionality, application, interactions between different solution components, etc.) to ensure highest customer satisfaction. Troubleshoot client environment using system & network tools (PING, TRACERT, LOGS) to diagnose and correct communication problems for products reliant on specific protocols, ports and network settings. Log all customer questions and issues into the problem tracking system and assist 3rd level groups with investigation and root‑cause analysis. Assist 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 to keep them informed of progress. Build and develop a professional and productive relationship with Global Operations and 3rd level resolver groups, Account Managers, Product Managers, Implementation teams or external service providers to meet customer expectations regarding issue resolution and service requests. Develop detailed functional knowledge of specific applications and a broad understanding of system architecture, processing and system assumptions. Maintain up‑to‑date knowledge of operational standards, help desk methodologies, technical trends and industry innovations. Ideal Candidate Excellent English verbal and written communication skills with demonstrated problem‑solving ability. Bachelor’s Degree. Experience with Amadeus Airline Products or in the tourism/airlines industry at airport settings. Strong communication & information‑gathering skills—from listening/questioning techniques to presentation delivery internally and towards Amadeus customers. Capability to investigate cases by correlating application behavior, logs and configuration setup with customer questions. Accountability, autonomy and proactivity to provide high‑level continuous service and support while managing priorities. Positive and collaborative attitude, willing to relate and work closely with all stakeholders. Ability to adapt effectively to different situations and demands. Benefits & Offerings Competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurance and other benefits. Hybrid work model. Professional development through online learning hubs packed with technical and soft‑skills training. A diverse and inclusive workplace within one of the world’s top travel technology companies that impacts millions of travelers globally. Application Process Application takes no longer than 10 minutes. Create your candidate profile, upload your resume/CV and apply today. About Amadeus Amadeus is committed to a critical mission and purpose, a truly global DNA, continuous learning opportunities, a caring environment, a complete rewards offer, a flexible working model and a diverse and inclusive community. Trust and reliability are fundamental values that shape relationships with customers, partners and employees. Diversity & Inclusion Amadeus aspires to be a leader in diversity, equity and inclusion in the tech industry, fostering a culture of belonging and fair treatment for all employees. Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law. Job Details Seniority level: Entry level Employment type: Full‑time Job function: Information Technology Industry: IT Services and IT Consulting #J-18808-Ljbffr