Technical Support Analyst

Do you have experience working within IT &/or 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. Hybrid remote
The eBusiness Support Team and eBusiness Systems Division are responsible for assisting the organisation in meeting its strategic goals through provision of high quality, outstanding customer service and value for money solutions. Our Company mission statement is to provide a comprehensive travel product and to build strong, long-term partnerships.
Within eBusiness, Miki Travel has a range of systems across a number of platforms covering all aspects of our business including core reservation and booking systems.
eBusiness work within Agile Scrum methodology. Job Purpose We are currently seeking to recruit a
Technical Support Analyst
within our
eBusiness SystemsDivision , to be part of the growing
eBusiness Support Team
which provides outstanding technical and functional support to our customers, suppliers and Miki Travel offices worldwide.
The position is currently a hybrid role - based partially from home & partially at Miki Travel’s Head Office in London. Main Responsibilities Provision of eBusiness (IT) Support for Miki Travel Clients & Offices, mainly using helpdesk software (Salesforce), email & instant messaging (e.g. Skype)
Working closely with Suppliers including Hotel Chains, direct Hotels, Channel Managers, Third Parties, Hotel Intermediaries (switch companies)
Investigation and resolution of IT issues related to Miki Travel’s eBusiness, which will include:
Miki Travel’s online booking websites
XML B2B interface (API)
Applications utilised by Miki Travel
Act as primary Support contact from Supplier contract creation to final accreditation
Check and validate end to end delivery of supported Dynamic Contracts
Loading of hotel rate and room plans/collation of data for inventory/content loading
Maintenance of help desk records and the recording of all changes
Maintain and create documentation for the eBusiness Support repository
Suggest and implement improvements to eBusiness Support processes and systems
Escalation of any relevant problems/issues raised during the day
Ensuring the company maintains a good relationship with its Clients & Suppliers
Responsible for the quality of the work produced in line with Miki Travel’s quality procedures
Adhere to and enforce Miki Travel’s company procedures and policies
Complete personal development plans, appraisals, agreeing key result areas with the eBusiness Support Manager Skills and Experience The ability to independently identify current/potential problems and determine the best solution by involving the appropriate resources
Ability to work on and manage multiple projects from inception through completion and manage own workload and priorities
Excellent analytical and articulation skills
High level of accuracy
Highly organised and efficient
Ability to work in a pressurised environment
Advanced level of IT skills, including in-depth knowledge of Microsoft Office applications
Excellent communication skills, including the ability to liaise at all levels, with both technical and non-technical personnel
Good commercial awareness and an ability to understand how IT relates to a company and impacts its performance, and the ability to use this in decision making
Understanding of database concepts
Friendly and positive attitude with the ability to motivate self and others
Ability to form effective relationships with customers and employees at all levels with a strong focus on customer advocacy
Previous experience of working in a Technical Support role
Experience of working with:
Travel Studio
JIRA & Confluence
Google Applications
Good knowledge of XML/JSON, including schema definitions
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